On October 23, the Federal Communications Commission (FCC or Commission) issued a Notice of Inquiry (NOI) focused on customer service across a wide array of communications companies, expressly ...

Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Instead of taking an all-or-nothing approach to deploying ...

Gartner predicts half of firms that cut customer service staff due to AI will rehire by 2027 as enterprises rebalance ...

Social media is an indispensable marketing tool for modern businesses to provide customer service around the clock. Using Facebook or Twitter is a highly effective method of resolving or engaging with ...

Building an effective customer experience practice is clearly important. But doing so requires a holistic approach. Forrester analyst Maxie Schmidt recently noted that for certain industries, ...

Customer experience breakdowns rarely originate at the touchpoint—they stem from executive decisions made months earlier in ...

Poor customer service can have a big effect on a business’s ability to succeed. And while a smile and a helpful attitude can go a long way toward creating a positive experience for a customer, they ...

Timely replies and human-centered support on social media aren't optional anymore – they're expected. Here’s what brands need to know to get it right. Every tweet, direct message, and comment holds ...