Real-time interaction management (RTIM) is reshaping the way brands think of customer journey orchestration. RTIM makes a previously unheard of level of real-time personalization possible. With RTIM, ...

Editor's note: This article is Part 2 in a four-part series where we explore the reporting and article-writing differences between artificial intelligence and humans on the same topic (AI-augmented ...

A contact form is often the first real interaction between your brand and a potential customer. Done well, it builds trust ...

The AI revolution within customer experience (CX) is already upon us. Brands across industries are implementing generative AI solutions into their customer service programs, with astounding results.

Tapping into natural language understanding (NLU) technology as part of an overall approach to managing customer relations improves the experience that businesses provide to their customers. In a 2020 ...

Cohora is designed to enable real-time customer interactions within a brand-owned customer network built on first-party data. Through Cohora, brands gain customer-to-customer and brand-to-customer ...

Report from leading independent research firm covers the use of digital customer interaction solutions for orchestration, AI, and asynchronous communication The new report provides an overview of how ...

We’ve entered a new era of customer service excellence where AI is playing an increasingly central role. In fact, Gartner predicts that by 2025, 80% of customer service and support organizations will ...

Today’s digital-first economy demands personalization as a fundamental strategic requirement. Modern consumers demand that brands know their preferences and provide consistent personalized attention ...

Every person in a customer-facing role understands that there are some customers who are more difficult than others. Here are some ways to turn these customer interactions into more positive ...

While progressing into 2024, WhatsApp maintains its impressive expansion as the top messaging platform globally. Having close to three billion monthly active users, it has evolved from a basic ...