Tension: Companies have more customer data than ever, yet struggle to balance immediate revenue needs against long-term ...

Artificial intelligence (AI) is reshaping how businesses interpret the Voice of the Customer (VoC), elevating customer feedback to actionable insights for product enhancement and proactive service.

It's October 1, which means it's time for Microsoft's Dynamics 365 and Power Platform 2020 Wave 2 features to begin rolling out. Microsoft also is using the Wave 2 rollout kick-off to announce a few ...

Microsoft recently announced that 74 new early access capabilities had been made available for Dynamics 365 services as part of the 2019 release wave 2. These included updated features for ...

Chatbots provide a convenient first line of customer service, but there are times when users need more personalized assistance. While escalating complex issues to a higher tier can improve ...

Customer expectations today evolve at lightning speed, and businesses face the pressing challenge of not just hearing their customers, but acting on their feedback instantly. By integrating real-time ...

Microsoft released quite a few updates for its Dynamics 365 suite of enterprise services last month. Some of these include a slew of bug fixes for Project Service Automation, accessibility ...

Each year, Norfolk Southern (NS) conducts a comprehensive customer survey to gauge service performance and identify opportunities for improvement. In 2025, we achieved a world-class response rate of ...

In a rapidly evolving business environment, understanding CX trends and overcoming associated challenges has become crucial for organizations. To gain insights, a comprehensive Customer Experience ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

What businesses have the top customer service according to consumers? USA TODAY, in collaboration with Plant-A Insights Group, presents America's Customer Service Champions 2024. It recognizes ...

NEW YORK--(BUSINESS WIRE)--Aquant, the leading service intelligence platform, today announced Service Insights. The tool, capable of analyzing your data out of the box, provides a detailed window into ...