There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self ...

Delivering the kind of automated service customers want requires a digital strategy that encompasses technological and people-oriented changes. Most organizations recognize the importance of giving ...

Rick Watkin is President & CEO of KUBRA, a leading provider of customer experience management solutions for utilities and other industries. Customer experience used to rely heavily on face-to-face—or ...

Salesforce is jumping into the AI agent world with a new service that builds on the company's Einstein platform for AI. The new Einstein Service Agent is a generative AI-powered self-service ...