Customer service centers, whether a shipping group dealing with consumers or an IT organization working with corporate employees, has a lot of information to manage. Technology has been improving over ...

SANTA CLARA, Calif.--(BUSINESS WIRE)--ServiceNow (NYSE: NOW) today announced innovations to its Field Service Management solution at Knowledge 2021, ServiceNow’s flagship digital experience for its ...

ORLANDO, Fla.--(BUSINESS WIRE)--KNOWLEDGE17 – ServiceNow (NYSE: NOW), today announced ServiceNow Communities, a major new application in its Customer Service Management solution. More than ever, ...

When the coronavirus pandemic hit in March, little did New Zealand-based Kiwibank realise that it would accelerate the bank's plans to overhaul its customer service management (CSM). The company ...

An effective customer relationship management platform is increasingly becoming a key contributor to business success as we head into 2024, according to Joe Gallick ...

While CX pros are growing in headcount, they still face many hurdles as they grapple with driving behavioral change with customer experience management. Customer experience management can lead to ...

ServiceNow Customer Service Management (CSM) solution excels at automating and optimizing front, middle, and back-office processes SANTA CLARA, Calif.--(BUSINESS WIRE)-- ServiceNow (NOW) (NYSE: NOW), ...

This past holiday season led one of my team members into her first predicament of customer service versus client management. When was it okay for her to be a “yes” person, and when was it better for ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

Management systems for DevOps have grown in popularity over the years, as many organizations have brought software developers, IT and DevOps under a single roof. Software platforms like Jira Service ...

Companies are sitting on a wealth of valuable data that could be used to share relevant information with employees to improve the customer experience. However, this data can often be buried in ...