People often assume that customer service performs a “support” function in a business, not a “sales” function. But every time customers are on the phone with your customer service people, this is an ...

I once heard someone say that customer experience is your brand. In today's digital-first world, where consumers are in the driver's seat, that statement could not be more accurate. While product ...

Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that makes it ...

Have we as customers become more realistic? Or have we just given up? Maybe, after years of talking about excellence in service, brands have finally met our expectations. And some smart companies have ...

If content is king then conversation just might be an outranking Emperor. In this age of digital transformation, it's easy to forget the importance of human-to-human interaction in business. However, ...

Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Do you remember how many times you went into a bank for ...

Salesforce has announced a swathe of updates to its Service Cloud, which it believes will help companies connect their customer service operations - from DevOps teams, through the contact center, all ...

While conversation analytics (CA) is one of the earliest AI-enabled contact center products, the application is currently experiencing a renaissance driven by generative and agentic artificial ...

As COVID-19 quickly spread in early 2020, the retail industry was among the first to be affected. But unlike hard-hit sectors such as airlines and live events, retail saw a more uneven impact — ...

Businesses can increase customer lifetime value post-sale with Drift's new Conversation Cloud service. Conversational marketing and sales company Drift, based in Boston, announced its new Conversation ...

Anthony Dukes receives funding from the Marketing Science Institute. Yi Zhu receives funding from the Marketing Science Institute and 3M Non-Tenured Faculty Grant. Some of the most hated companies in ...

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