BGE representatives pushed back on demands from the Maryland Office of Peoples Counsel to provide information about their call center.

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

CDI goes beyond collecting data, focusing on accuracy, governance and real-time access that modern CX depends on.

Benevolent by nature, Kartik Jobanputra is a serial entrepreneur and a pro skydiver. He lives life king-size. Founder & MD of smartt-ai.com. Customer service is evolving quickly thanks to the power of ...

"AI has a role to play in automating back-office tasks and improving efficiency," said Jane Blanchard, head of brand and marketing for ServiceForge. "But when a customer is calling because their heat ...

Modern CX depends less on where data lives and more on how signals, AI, and governance come together at decision time.

Integrating data and AI solutions throughout the customer experience journey can enable enterprises to become predictive and proactive, says vice president of product marketing at NICE, Andy Traba. In ...

Customer data platforms (CDPs) first gained popularity among marketing users as the technology tackled the marketing function’s complex customer data management challenges. These challenges included ...

Lee Davis is a tech analyst who has been covering the document imaging industry for over five years. Currently, Lee is the Associate Director of Software and Scanners at Keypoint Intelligence, where ...