Businesses thrive on two critical factors: visibility and customer satisfaction. Achieving these may require innovative approaches. In my experience, two highly effective strategies are going live on ...

Customer experience is key to a customer retention rate that leads to more deals and revenue. Learn how companies like MasterCard are implementing AI strategies that are transforming how customer ...

Audible, the audiobook company owned by Amazon, is launching a new option for its customers to talk with a live customer service agent via Amazon Alexa devices. The hands-free service is one of the ...

This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author. Bitfinex’s live chat customer support, which is currently available ...

Ben Fox Rubin was a senior reporter for CNET News in Manhattan, reporting on Amazon, e-commerce and mobile payments. He previously worked as a reporter for The Wall Street Journal and got his start at ...

Even though Salesforce is investing heavily in agentic AI, executives recognize the limitations of the technology. The large language models that power the technology can’t achieve 100% accuracy, ...

Technologies that support digital-first service will overtake traditional channels like phone and email as the most valuable technologies for customer service and support leaders in the next two years ...