Neither customer-facing tech, nor digital kiosks, nor self-service are new phenomena. But in an age where customers expect more tech options, including smart tech and kiosks, tech-friendly customer ...

Last year I wrote an article questioning whether we should be using the term "customer technology" instead of "marketing technology." Frans Riemersma of Martech Tribe and the co-creator of the current ...

In our global, digital world, there are people working and shopping online and surfing the Web for information 24/7. This often means that customers are seeking to contact or obtain help from a ...

The tech could also automate more customer service jobs formerly staffed by humans. “With Amazon Connect, in addition to evolving customer service, we’re also fundamentally reimagining how ...

This was a rough year for customer experience. We’ve been hearing for years how important customer experience is to business, and a whole business technology category has been built around it, with ...

Businesses hope the artificial-intelligence technology behind ChatGPT can turn ordinary chatbots into impressive fonts of information, potentially transforming customer service. But many executives ...

Technology startup Netomi has secured $110 million in a Series C funding round. Accenture Ventures led the investment. Netomi ...

For simple tasks, 70-year-old Diane Elliott can usually figure out how to navigate the Social Security Administration’s website. Online portals are not an option for her 83-year-old sister, however, ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...