Knowledge management plays an indispensable role in enhancing the quality of customer service in contact centers. Ensuring ...

To build customer connections and enhance customer retention, customer engagement management emphasises tailored experiences ...

Zurich Insurance Group is using AI in its new customer relationship management system to help agents provide more tailored ...

Forethought, the leader in agentic AI for customer experience, today introduced the industry’s first multi-agent, omnichannel AI for customer experience. With Forethought, enterprises can deploy AI ...

Generative AI’s use for knowledge management is growing in customer experience programmes, suggesting a new vocation for KM.

Generative AI is transforming customer service — but are companies ready? In this episode of Today in Tech, Keith Shaw talks ...

NICE (NICE) announced a partnership with ServiceNow (NOW) to deliver end-to-end, fully automated customer service fulfillment. The partnership leverages NICE’s industry-leading AI-powered ...

A customer relationship management, or CRM ... agents will place particular emphasis on automating sales and customer service tasks. Depending on the complexity of a given task, they either ...

Agentic AI startup Parloa has raised $120 million in Series C funding, bringing the company’s valuation to $1 billion.

Companies are adopting AI to optimize field service management and improve CX, ISG finds. Plus, Gartner names five technologies expected to see high levels of investment in the finance function.

ServiceNow (NYSE:NOW) has jumped deep into the customer relationship management (CRM) market with a new set of capabilities powered by AI. The longtime IT service management platform provider ...