2023 will be remembered for a lot of things, but for many, it will be the year when budget reductions, cost-cutting and layoffs were front of mind. In the tech sector alone, more than 240,000 jobs ...

Once a promising but mostly supportive tool, artificial intelligence now stands at the center of how businesses manage and interpret customer data. Its capabilities are reshaping industries, enabling ...

Continuous digital connection has fundamentally transformed the entire customer relationship lifecycle, from sales and marketing through to customer service and renewal. In place of the sporadic sales ...

In less than a year, advances in generative AI have made it a transformational force in creativity and work, redefining the way consumers, schools, and businesses think of everything from image to ...

At its AI Summit last week, customer experience vendor Zendesk announced a broad set of enhancements to its AI capabilities, ranging from autonomous voice AI agents and a copilot for service admins to ...

Bhanumurthy Ballapuram spent 29 years at the Bangalore, India-based Wipro, a global system integrator in the Google Cloud Partner Advantage Program. Google Cloud has turned to a Wipro alum to fill its ...

Tom Treanor is the head of marketing at enterprise customer data (CDP) platform Treasure Data, where he leads the marketing strategy. As the pandemic continues to increase the amount of time that ...

The main point of contact for many customers with their financial services provider is with customer service agents in a contact centre. The interactions they have with these agents play an important ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...