AI spotlights pain points. AI-powered customer analysis uncovers hidden frustrations and helps brands refine messaging, improve CX and reduce churn. Smarter segmentation wins. AI-driven customer ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. According to Capterra, a division of Gartner, in the past ...

Customer engagement platforms (CEPs) and customer data platforms (CDPs) are sometimes confused. The confusion arises from the overlapping nature of their objectives, wherein data plays a critical role ...

Consumers are no longer influenced only by product features or pricing—they're increasingly swayed by the overall experience a brand provides, whether it's through customer service, product usability ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...