When it comes to customer service, the interaction between a company and its customers can be a make-or-break situation. In an age where online reviews drive millions of buying decisions, the need for ...

As customer expectations continue to rise and the traditional reactive models of customer service are increasingly proving to be inadequate, the quest for excellence in customer support today has led ...

Digital channels give organizations an opportunity to personalize the journey of their customers using the insights gained from this mutual data exchange. Customer service and support (CSS) leaders ...

Customer journey analytics (CJA) is discussed far more often than it is deployed. The technology isn’t new; pioneers like ClickFox (now BryterCX) and Thunderhead (now part of Medallia) introduced it ...

ServiceMob CEO Anuj Bhalla speaking at this year’s Impact Awards, held at Lido House in Newport Beach Irvine-based software firm ServiceMob wants to make customer service less painful for consumers.

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We have finally reached the point where analytics is considered table stakes for all businesses. At every level of the company, we acknowledge that insights from data are critical to our success in ...

Segment’s Free plan offers the ability to collect data from two sources, send data to unlimited destinations (such as analytics tools and platforms), create a single customer profile and track 1,000 ...

Wylie Wong is a freelance journalist who specializes in business, technology and sports. He is a regular contributor to the CDW family of technology magazines. At Members 1st Federal Credit Union, ...

Customer service and support leaders cited customer data and analytics as their top priorities for achieving organizational goals in 2023, according to a survey from Gartner. In the survey, 84 percent ...