Customer experience professionals must be getting better at what they do. They define their biggest challenge as cross-functional communication across business departments, up slightly from 2023. But ...

Running a call center is about more than just answering phones. Every call, every second of talk time, and every interaction ...

As customer journeys migrate into LLMs, you need new ways to track behavior. Here’s how LLM tracking tools approach the ...

Adobe Inc. is updating its Adobe Real-Time Customer Data Platform offering with new capabilities that it says will help customers overcome plans by Google LLC to block third-party cookies. The company ...

Customers aren’t analyzing their behaviors within retail locations, but every retailer should be, and they should be learning from it every step along the way. It’s imperative customers are safe, ...

While some customer experience professionals may find KPI efforts unworthy of their time, the reality is that measuring the right metrics is crucial. Customer experience professionals know they have ...

I'm a career developer who has taken on a different role in my company. We're kind of in a "startup mode", so in addition to some various development duties I am managing the support and some customer ...

Most businesses around the world are being forced to take a hard look at their budgets, thanks to the coronavirus pandemic. The smart ones, however, have realized that increasing spend on things like ...

Salesforce.com Inc. today announced a variety of new features and services at its Dreamforce conference in San Francisco aimed at helping companies improve interactions with customers. Leading the ...

Apple will reportedly deploy its new iBeacon location tracking technology in its retail stores that will work with iOS 7 devices to enhance the store experience for prospective shoppers, while also ...

Uber is pulling a heavily criticized feature from its app that allowed it to track riders for up to five minutes after a trip, its security chief told Reuters, as the ride-services company tries to ...

Australian grocery chain giant Coles currently gains valuable data on its customers' purchasing habits, but only if they use the company's loyalty card upon checkout either online or on in-store.