PALO ALTO, Calif.--(BUSINESS WIRE)--A new IDC InfoBrief commissioned by Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves ...

Last week I was on vacation, and had planned to take a week off from writing Datafication Nation. But the trip didn’t start as I’d hoped, and it inspired me to offer a challenge to all entrepreneurs ...

Delivering a flawless customer interaction in retail is more important than ever. Recent research reveals that nearly 70% of shoppers say just two negative experiences can irreparably damage their ...

Nitin Rakesh is the CEO and Managing Director of Mphasis and coauthor of the award-winning book "Transformation in Times of Crisis." Who would believe a reliance on horsepower heavily shaped the ...

Customers want to be recognized, appreciated and treated with respect. They expect clear answers to their questions, swift resolution of their issues and expert guidance that helps them find the right ...

For years, customer experience teams have relied on the same metrics to gauge success—NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) fill dashboards and ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. We’ve all experienced bad customer service. I tried to resolve a ...

Many issues that customers experience with websites, apps or digital products often tie back to how well or how poorly the underlying service was designed. When a ...

The Fast Company Impact Council is an invitation-only membership community of top leaders and experts who pay dues for access to peer learning, thought leadership, and more. BY Melissa Puls The Fast ...

As times change and societal shifts occur, customer expectations evolve. Innovations like e-commerce and online reviews give consumers more power, and tech advances help businesses provide higher ...

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