“There was a lot of pushback from some of the higher level executive management team,” Farrell noted, “At the time…there were ...

When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

In the 7-minute documentary “The Future is Calling,” experts explain how the customer experience is transforming.

Benevolent by nature, Kartik Jobanputra is a serial entrepreneur and a pro skydiver. He lives life king-size. Founder & MD of smartt-ai.com. Customer service is evolving quickly thanks to the power of ...

In the first four months of 2023, tech companies laid off over 185,000 employees. Although the data doesn't specify which departments got the ax, my experience in B2B software tells me they're gutting ...

John Iwuozor is a freelance writer with expertise in the technology field. He has written for a host of top tech companies, the likes of Technologyadvice, Tripwire amongst others. He's an avid chess ...

OREM — When you need help with some sort of problem — it could be a glitch with a product you've bought or maybe a billing issue with a service you use — your first instinct might be to Google a ...

Experts predict that AI will autonomously resolve 80% of common customer service issues by 2029. In many cases it's fine, but ...

There's bad customer service — and even worse bogus customer service where anyone can easily be taken by a scammer with a quirky accent who demands a credit card on the spot when you call a fake ...