Emotional intelligence, or EQ, as it is often referred to, is your most critical element (yet likely your most overlooked) when delivering truly competitive customer service in your industry. I cannot ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Rachel Shields Williams, director of client intelligence at Sidley Austin and winner of the Monica Bay Women of Legal Tech Award, discusses how data fragmentation and a lack of cultural change can ...

CAMPBELL, Calif.--(BUSINESS WIRE)-- 8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact center and unified communications platform provider, today announced that 8x8 Intelligent Customer ...

What a difference a decade makes. It seems only about that long ago that vendors were wrestling with providing the rudiments of automated triage for customer service. It was not often pretty, but they ...

Even More Personalized, Conversational AI Self-Service Offering Driving Increased 8x8 Customer Adoption with Over One Million Interactions to Date AI-powered voice self-service enables the automation ...

In today's experience-first economy, where relevance must be instant and privacy must be absolute, customer intelligence is undergoing a profound transformation. Enterprises are no longer satisfied ...

Customer intelligence is a process that gathers and analyzes information regarding customer behavior, aiming to understand their needs better, enhance engagement, and ultimately, drive business growth ...

Last week, I did something I hadn't done in almost a year: I walked into my local bank branch. Like many people, I handle everything through mobile banking these days—deposits, transfers, you name it.

A look at AI-led reputation intelligence: how analysis, investigations, and remediation help brands manage reviews, search, and media.

BOSTON--(BUSINESS WIRE)--JRNI today announced the general availability of its Intelligent Customer Engagement Platform, the first enterprise solution to seamlessly integrate best-in-class applications ...