Expert Advice

Rebecca Wettemann

The Five A's of Successful Customer Communities

Successful customer communities share some common elements.

Denis Pombriant

The Call Center Is Coming Back Around

New technologies are renewing the need for call center agents.

Riley Panko

Some Basic Facts About AI and Customer Service

Here are the many benefits companies can realize with artificial intelligence.

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Vendor Views

Ben Smith

3 Ways to Transform Your CX Strategy with the Voice of the Customer

The latest VoC solutions offer a new value framework that increases the amount of insight they can provide.

Michelle Burrows

Is Your Contact Center Keeping Pace with the Rise of the Digital Customer Experience?

As customers move across channels, most contact centers aren't equipped to bring the context with them.

Nick Mehta

Seven Ways to Create the Next Generation of Customer Success Leaders

Hire from a team, not an individual perspective,

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News Briefs

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McDonald's Is Investing in Customer Service Tech

Maria Minsker | September 13, 2019

The fast food giant has signed a deal to acquire the Israeli-founded customer service automation start-up Apprente, which offers AI and voice-based conversational technology developed especially for use in loud environments.

Spirit Airlines Introduces New Customer Service Feature to Repair Its Reputation

Spirit is one of the lowest-ranking airlines for passenger satisfaction, ranking last out of 10 carriers. But the company is taking measures to improve customer service, including the introduction of support via WhatsApp.

Maria Minsker | Sep 10, 2019

Forrester Unveils FeedbackNow 2.0

FeedbackNow is a real-time customer experience analytics solution. (Featured on DestinationCRM.com.)

Sep 09, 2019

Freshworks Launches Freshsuccess

Freshsuccess provides a unified view of customer journeys for customer service, sales, marketing, and support.

Sep 04, 2019

Uniphore Raises $51 Million to Inject AI into Customer Support

The conversational AI vendor recently expanded to Silicon Valley, and the funding will help the company grow globally and partly be used to attract more U.S. customers.

Maria Minsker | Aug 23, 2019

Aha! Integrates with Zoom's Unified Communications Platform

The integration lets companies conduct live webcam conversations with their customers.

Aug 21, 2019

Richardson Launches Sales Training for Service Staff

The Enhanced Service Through Consultative Sales Program equips service professionals with skills to deliver better experiences and to drive additional value.

Aug 14, 2019

Dynamics 365 Customer Service Insights Supports 39 New Languages

Microsoft has announced that Dynamics 365 Customer Service Insights is now available in more than 39 new languages, with new language models for improved AI insights also now available for public preview.

Maria Minsker | Aug 09, 2019

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