"AI has a role to play in automating back-office tasks and improving efficiency," said Jane Blanchard, head of brand and marketing for ServiceForge. "But when a customer is calling because their heat ...

The MarketWatch News Department was not involved in the creation of this content. First look at 2025 holiday shopping shows 78% of consumers used AI for help, yet only 29% say it improved their ...

SAN FRANCISCO & DÜSSELDORF, Germany--(BUSINESS WIRE)--Cognigy, a global leader in AI-powered customer service solutions, today announced it has been named a Leader in The Forrester Wave™: ...

NEW YORK--(BUSINESS WIRE)--Sprinklr (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced its recognition as a Strong Performer in The ...

Despite consumers having an increased comfort level with AI, there is a missed opportunity when businesses deploy increase automation without thinking holistically about both cost-cutting and the ...

In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

First look at 2025 holiday shopping shows 78% of consumers used AI for help, yet only 29% say it improved their experience Artificial Intelligence surged throughout the 2025 holiday shopping season, ...