The integration of AI in customer service isn’t about choosing between technology and humanity—it’s about using machine intelligence to strengthen human relationships. The Fast Company Executive Board ...

Dom Nicastro: Hey everybody. Dom Nicastro here, welcome to another edition of CMSWire TV. Beyond the Call. I am the editor-in-chief of CMSWire, and I’m joined by—let’s get this out of the way—Melissa, ...

Nelly Voukaki, Co-Founder and Chief Customer Officer at Looper Insights, has 18+ years of experience in the digital media sector. From the moment we began building Looper Insights, our entire ethos ...

Across service companies worldwide, functions like Sales, Professional Services, and Technical Support are converging on a common goal: Customer Success (CS). Increasingly, CS is recognized not only ...

BT Group is the largest provider of fixed-line, broadband, and mobile communications services in the United Kingdom and also provides subscription television and IT services. Though it’s based in ...

For decades, customer service was treated as a cost to be minimized — a department that existed to fix problems rather than fuel progress. But in today’s connected economy, every customer interaction ...

In a world that is increasingly interconnected and digitally driven, customer service has undergone a remarkable evolution. The rise of social media has revolutionized the way brands engage with ...

Customer success teams share many responsibilities across companies. They need to ensure that customers are achieving value with a company’s products or services. The teams work to build relationships ...

Even the best product can't stand on its own without exceptional service, and these WOOD 100 manufacturers have mastered the talent. Now in its 35th year, the WOOD 100: Strategies for Success ...

The gardening specialist is working with NTT Data Business Solutions to take the strain out of manual data entry. How to streamline customer order processes was a challenge facing global gardening ...

Respect, integrity, innovation, and customer focus. These are nice-sounding words that every individual and institution should swear by. They are words we hear every day, but often attach little value ...