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 ...

Dealing with conflict is no easy feat—especially when it’s coming from an upset customer. Whether it’s problems finding information on your website or frustrations with a particular product or service ...

Brands are using conversational interfaces to deliver customer experiences, but there's a catch: designing these conversations may be harder than they thought. Companies are awakening to the value of ...

Customer service is at its own “faster horses vs. automobiles” moment.

Silverback AI Chatbot today announced a significant expansion of its conversational intelligence framework, introducing new ...

Social media should be the perfect forum for customer service. What better place to ask a question of a brand than a platform where nearly every company is accessible and motivated to resolve issues ...

Want smarter insights in your inbox? Sign up for our weekly newsletters to get only what matters to enterprise AI, data, and security leaders. Subscribe Now Usually conversations with customer service ...

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 ...

For this conversation, NJ spoke with Pasquale DeMaio, Vice President of Customer Experience services at AWS, an organization he founded in 2015. He is responsible for ensuring that Amazon Connect ...