This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Modern CX depends less on where data lives and more on how signals, AI, and governance come together at decision time.

OKLAHOMA CITY--(BUSINESS WIRE)-- Paycom Software, Inc. (NYSE: PAYC) ("Paycom"), a leading provider of comprehensive, cloud-based human capital management software, was named a 2024 Excellence in ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

"AI has a role to play in automating back-office tasks and improving efficiency," said Jane Blanchard, head of brand and marketing for ServiceForge. "But when a customer is calling because their heat ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

Whether online or in person, customer service sets businesses apart. It's not enough to just deliver the products and services promised; service leaders go above and beyond to surprise and delight ...

NEW YORK — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

SAS Customer Intelligence 360 helps Tango unify its marketing operations to achieve spectacular ROI CARY, N.C., Oct. 30, 2025 /PRNewswire/ -- In a fiercely competitive telecom market, Tango, a leading ...