I’m back from maternity leave, so you’ll be hearing more regularly from me…. ….So, to continue my series on customer service – its value, the challenges in ...

The modern CX space is full of challenges and opportunities. Leveraging CX tech is critical to meet evolving expectations and create a customer-centric culture Many customers dread needing to contact ...

Last year I wrote an article questioning whether we should be using the term "customer technology" instead of "marketing technology." Frans Riemersma of Martech Tribe and the co-creator of the current ...

The rise of agentic AI: By 2028, 68% of all customer service and support interactions with technology vendors are expected to be handled by agentic AI. Customer experience becomes mission-critical: ...

Technology, the bedrock of this evolution, has spurred a revolution in customer expectations, compelling organisations to elevate their service standards. By capitalising on technology, businesses can ...

AI has already affected the number of customer service and sales agents needed in a contact center. Yet it won't replace the need for the human interaction they deliver. AI will continue to have a ...

For simple tasks, 70-year-old Diane Elliott can usually figure out how to navigate the Social Security Administration’s website. Online portals are not an option for her 83-year-old sister, however, ...

Customer service is at the heart of every brand. Consumers expect it, and restaurants strive to create the best experience possible for their customers. Creating a positive customer experience ...

Exceptional customer service goes beyond simply meeting expectations; it involves building meaningful connections with customers, anticipating their needs and delivering personalized experiences that ...

Certified Technology Service & Support Program provides independent validation for organizations delivering high‑quality service and support across the full technology customer lifecycle. Through ...