Preserving a successful and profitable customer-retailer relationship depends significantly on the level and quality of service provided by the retailer. However, some retailers might think they are ...

Microsoft has announced that its Customer Service Insights service now supports 39 more languages. With two more coming soon, and English already supported, this brings the total number up to 42.

It's October 1, which means it's time for Microsoft's Dynamics 365 and Power Platform 2020 Wave 2 features to begin rolling out. Microsoft also is using the Wave 2 rollout kick-off to announce a few ...

This month's release for Customer Insights brings some new features. These capabilities include availability for Triggers in Microsoft Flow, match rules reordering and duplication, and more. Today, ...

Artificial intelligence can improve customer service organizations by providing three key benefits: insights, user experience improvements, and process improvements, according to Gartner, which says ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More For General Motors, which sells about 10 million cars a year in dozens of ...

Digital channels give organizations an opportunity to personalize the journey of their customers using the insights gained from this mutual data exchange. Customer service and support (CSS) leaders ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

CMSWire TV celebrated its inaugural year in 2024. We saw the launch of over two dozen shows across three series: CMO Circle, The Digital Experience and Beyond the Call. These series have provided ...