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 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 ...

While continuous digital transformation has compelled businesses to upgrade and digitize systems across all departments, customer service remains behind. Customer service is not only overdue for a ...

Sandeep Kakani, an engineer by training and an innovator by nature, has carved a distinctive path in the medical device industry through his leadership at Align Technology. As the head of customer ...

Forge Technology Advisors (FORGE) has recognized the transformative potential of AI in customer service as it is integrating AI into contact centers. With expertise in both technology and financial ...

Customer service leaders who are effective at vendor and product evaluation saw only a 50 percent increase in the likelihood that they'd achieve their technology goals, according to a survey by ...

The business world often believes that the numbers speak for themselves. Well, in the age of technological marvels, it’s not just the numbers that are speaking; it’s your customers as well. With ...

While a new year means new opportunities for retailers, the importance of a successful customer loyalty program remains as important as ever. Companies need to build a trusted, positive emotional ...

Gen Z demands instant, effective customer service — no holds, no useless bots. Multimodal AI-powered support enables seamless, channel-hopping conversations without friction. Future-ready businesses ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

Robin Gagnon is the Co-Founder of We Sell Restaurants, a business broker franchise focused on the sale of restaurants. The world is changing, with technological breakthroughs being made all the time.