With factors like trade volatility and crushing cost surges, cost optimization is no longer the end-all, be-all.

Extreme weather such as heatwaves increases the probability of power system supply shortages, thus necessitating enhanced customer flexibility in instances of limited generation-side resources. This ...

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

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

In customer experience management, AI can play a valuable role with employees, customers and the business itself.

Today, we’re delighted to announce that Microsoft has been named a Leader in The Forrester Wave™: Customer Relationship Management, Q1 2025. Learn more.

Learn how to build Customer Relationship Management CRM at law firms in 2025 including why data quality matters and the outcome when it is ignored ...

Abstract: Customer Relationship Management (CRM) systems have come a long way in their evolutionary life cycle. From being used as a mere Rolodex of customer information, they have transformed ...

High-profile vendors are headed towards fully automating the customer service experience. Time to think about what experience management really means.