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Customer self-service software News
May 08, 2019
Salesforce's new analytics tools for financial services follow AI advancements from IBM Watson and Acquia upgrading customer experiences in retail banking and wealth management.
May 02, 2019
Hertz e-commerce system for consumers at the center of $32 million suit; analysts looking at the detailed complaint spread plenty of blame over both parties.
August 03, 2018
Prospective users are already interested in Google's recently unveiled Contact Center AI system, and Google partners are avidly trying to sell it. But some in industry urge caution
August 08, 2011
Forrester cites customer experience management (CEM) capabilities as the set of differentiators among a growing and fragmented Web content management product market.
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Here are the three steps content producers and publishers need to take to ensure effective delivery of Google micro-moments. Continue Reading
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Customer self-service platforms free up live agents for more complicated issues, but if this software is not kept up to date, users can become frustrated. Continue Reading
Imagine winnowing down a software platform from 25 vendors -- what Wendy's did when choosing its WCMS. The burger firm made the complex task simpler with a scorecard ranking system. Continue Reading
Guide Enterprise captures insights and curates knowledge bases for customer service representatives and customers while helping large support teams streamline content production. Continue Reading
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Content personalization continues to expand within companies as maturing technologies make it a viable marketing option for customer engagement strategies. Continue Reading
Expert Scott Robinson discusses the effect of the latest Twitter acquisition of Periscope and how it can shake up the enterprise. Continue Reading
The artificial intelligence assistant from Conversica helps sales representatives initiate leads, follow up with potential customers and focus on closing deals. Continue Reading
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Too often, organizations see eLearning as a "quick fix" or a replacement for coaching, which it is not. In her latest column, Donna Fluss discusses common pitfalls and outlines eight tips to designing a successful eLearning program in the call ... Continue Reading