Balance is key. Automation saves time and cuts costs, but human interaction is essential for complex moments like onboarding or troubleshooting. Personal touch matters. High-value customers benefit ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Gadi Shamia After the ...

Automation, like any other technology, can either augment human capabilities and foster stronger business relationships or degrade them. Take email, for example. After decades of use, most recognize ...

Covid-19 continues to impede business operations across the globe. Businesses are continuously adapting in anticipation of the new normal. Many organizations tackled the health crisis by offering high ...

CXA enhances personalization. Customer experience automation uses real-time data and AI to deliver personalized, relevant experiences across multiple touchpoints. Scalable customer journeys. CXA ...

We're all living in a world of rapid change. The way we work has been fundamentally altered by the COVID-19 pandemic, and many businesses have had to adapt to hybrid and remote work models. In my ...

Asking a customer multiple times what their problem is a fundamental example of customer service agent manual toil that should be replaced with automation, says an executive at a company specializing ...

Enterprises are struggling with an ever-growing volume of customer interactions. Gartner has forecasted an increase of three and a half times in five years. Customer service organizations are turning ...

Businesses considering integrating artificial intelligence into their customer service workflows might be interested in a new video created by IBM. During which Manish Goyal, a Senior Partner at IBM ...

Zendesk today announced it has acquired Cleverly.ai, a Lisbon, Portugal-based platform that finds answers to customer’s questions by creating a knowledge layer on top of apps. Zendesk says it will ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More Aquant, a platform leveraging AI to support customer service workers, ...

The customer experience is one of the most important focus areas for businesses. According to PwC, among all customers, 73% point to experience as an important factor in their purchasing decisions, ...