Jen Snell, VP Go-to-Market (GTM) Strategy, Conversational AI at Verint explains why its time to move from robotic chatbots to those capable of true contextual conversations..

Danish customer support innovator Dixa has announced the acquisitions of analytics leader Miuros, and automation pioneer Solvemate. Driven by a need amongst service teams to connect to customers..

Avaya survey indicates the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience..

With the metaverse predicted to nearly double, potentially reaching $783.3 billion by 2024, it’s not a surprise that businesses across industries are looking to invest. Gerald Martinetz of Mindbreeze explores further..

A customer journey map is a visual story explaining the process they go through when engaging with your brand. It begins with their awareness of your brand and ends with potential loyalty and even advocacy..

In 2022, we are witnessing several changes around us. The aftermath of the pandemic that hit the world was so severe that its effects can still be seen. Jacob Davis explores five key trends that are emerging as a result..

Gen Z are thought to be the leading generation behind the Great Resignation of 2021: the phenomenon that saw millions of workers quitting their jobs. This generation has a different attitude towards the workplace..

PCI Pal – the global provider of cloud-based secure payment solutions – has been announced as the one of the best-performing UK tech scale-up companies at the annual Megabuyte Emerging Stars awards..

Intelligent self-service (ISS) experts, 4 Roads, has partnered with the IET to transform its global membership network and knowledge sharing capabilities through a new online community platform built on Verint ..

SaaS tools have become extremely popular in the project management industry, transforming the way it operates. In this article you will discover five leading SaaS tools to consider for your office..

A key to retaining your existing business, growing your brand, and attracting new business is keeping your customers happy. Brian Tuite of Zenarate reveals new technologies that will help improve service..

Organisations with an online presence need to be sure they are ready for full Strong Customer Authentication (SCA) compliance for e-commerce transactions..

Unearth critical customer service knowledge from leaders at Lenovo, AT&T, Walmart, CVS Health, Nissan and Cigna! What are these brands prioritizing in 2022? Get answers to these critical questions and more..

Learning and development professionals in the customer service and retail industry are experiencing an evolution in how they engage their employees in ongoing job training. Learn more about the power of VR..

The trading environment in the past year has been challenging for retailers and has also reinforced the opportunity for retailers to completely rethink their operations to deliver seamless customer experiences…

Morgans Plumbing and Heating has grown its business by more than 600 percent since implementing BigChange field service software. Using BigChange, Morgans has achieved the highest levels of automation..

Calabrio, the customer experience intelligence company, announced today that Cazoo, the UK online car retailer, is utilising its workforce management (WFM) solution to automate the planning of the contact centre workforce..

Deep learning is allowing businesses to automate and personalize different workflows. Matt Payne of Width.ai takes a look at six deep learning based tools that are changing the way customer service is done in 2022..