Forbes contributors publish independent expert analyses and insights. A recent study by Harvard Business Review, conducted in collaboration with Tata Communications, reveals some unexpected news and ...

Real-time interaction management (RTIM) is reshaping the way brands think of customer journey orchestration. RTIM makes a previously unheard of level of real-time personalization possible. With RTIM, ...

Companies large and small collect an ever-growing amount of data. According to a TechJury report, in 2020, every person on average generated 1.7 megabytes of data per second. All of that isn’t ...

In the U.S. it’s common for companies that have both physical branches and online services to use customer relationship management (CRM) software that tracks all of their interactions with customers ...

Silverback AI Chatbot today announced a significant expansion of its conversational intelligence framework, introducing new capabilities intended to support organizations seeking to manage customer ...

Every person in a customer-facing role understands that there are some customers who are more difficult than others. Here are some ways to turn these customer interactions into more positive ...

Loyalty isn’t luck — it’s built through consistent, personalized experiences and a sense of belonging. CX leaders, here’s your roadmap. Technology should enhance, not replace. The right tools make ...

Understanding customer behavior and anticipating what questions they could ask about your product or service, and then creating online FAQs for those questions is a great example of proactive service.

It’s early, but the metaverse has emerged as a new frontier for brands to explore new technological boundaries and connect with customers in novel ways. According to a study by McKinsey, 59% of ...