Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

Following my previous blog – looking at the ubiquity of the multichannel approach to customer service – we now turn our focus to the industry’s next steps: omnichannel and multimodality. If ...

Jotform found its roots as an online form builder that gave businesses and entrepreneurs the ability to create well-designed surveys, questionnaires, registration forms, and much, much more. Since its ...

STAMFORD, Conn. June 25, 2025 -- Automation, AI assistants, and the quest for customer value in service will transform customer service and support by 2028, according to Gartner, Inc. “AI and rapidly ...

Generative AI is transforming customer service — but are companies ready? In this episode of Today in Tech, Keith Shaw talks with Glenn Nethercutt, CTO at Genesys, about the rise of AI-powered ...

Many brands miss their business goals, not because they have a poor product or their marketing strategy is weak. They miss their goals because they don’t prioritize customer service. And the main ...

Gen Z demands instant, effective customer service — no holds, no useless bots. Multimodal AI-powered support enables seamless, channel-hopping conversations without friction. Future-ready businesses ...

The "one-person unicorn" is growing more likely to become a reality. With the wonder of AI in customer engagement, running a firm with full-time employment and efficiency can be straightforward.

I would rather talk to a person than an automated customer service call. I strongly dislike the menu option recording that says, “press 1 if …, press 2 if …, press 3 if … “ Almost 4 out of 5 customers ...

I've been fighting with my health insurance company a lot lately. The mundane billing disputes are exactly the type of situation that, theoretically, AI should make easier. That, however, is not ...

Automation, artificial intelligence assistants, and the quest for customer value in service will transform customer service and support by 2028, according to Gartner. "AI and rapidly changing customer ...