Good relationships depend on the little things, but it takes more than just first-call resolution or prompt follow-up from a sales rep to fulfill CRM's promise. Even businesses with sophisticated CRM ...

Modern consumers expect personalized experiences tailored to their unique preferences, behaviors and needs. Businesses striving to meet these expectations are turning to AI-powered knowledge graphs — ...

Experiences are, at their core, emotional for customers. Whether it’s the frustration of being stuck in a middle seat on a long flight, the excitement of waiting hours to taste a special meal, the ...

In this era of digital communications, your opportunities for connecting with customers, and of providing impressive service, have greatly expanded. But so, too, has the chance of disappointing—or ...

Researchers have long understood that customer satisfaction is not a simple equation. Every interaction a customer has with a ...

In 2025, the integration of artificial intelligence into support engineering has revolutionized customer service, enabling companies to provide efficient, personalized and round-the-clock assistance.

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 ...

TROY, Mich.: 13 March 2025 — Customer satisfaction with the dealer service experience remains strong for a second consecutive year, yet long wait times for appointments, communication shortfalls and ...