The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

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

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 ...

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 ...

AI and the CXO are reshaping customer experience as leaders build adaptive systems that respond in real time to customer needs and expectations.

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 ...

SALT LAKE CITY [February 19, 2025] – InMoment®, the leading provider of integrated Experience Improvement (XI)™ solutions, today announced it was named to the Constellation ShortList™ for ...

This new integration unlocks the power of Meltwater’s social intelligence for customer service, processing more than 3 billion social engagements each day. Meltwater’s AI-powered solutions then ...