There has been a significant increase in CX automation adoption among manufacturers, especially in customer service delivery, rebate management, IVR deflection and predictive analysis. As a disclosure ...

When it comes to providing a smooth support experience in order to delight and retain customers, there isn’t a one-size-fits-all solution. That’s why it’s important to stay updated on the latest ...

Visier, the award-winning industry leader and creator of Visier Workforce AI, has announced the appointment of Jen Glass as the new Vice President of Customer Solutions. Glass will be joining the ...

In recent years, the customer journey has shifted from a traditional inbound service — where the customer reaches out to a contact center — to a "self-service" approach through everything from search ...

Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

Mike Clifton, CIO turned CEO of the global customer solutions business, offers advice to CIOs on how to get started with AI. Alorica, a global leader in customer experience solutions serving Fortune ...

The best CRM software will integrate with email marketing software and text message marketing software to automatically capture communications on these channels, reducing the need for a team member to ...

The initial bubble of enthusiasm for customer relationship management (CRM) has burst and companies are now approaching customer management projects with more scepticism. Blame for the failure of CRM ...