Contact center trends may not be the first thing that comes to mind when investors evaluate a company — but there The The ...

Opinions expressed by Entrepreneur contributors are their own. Customer service has never been more important. Today’s customers not only desire fast and seamless service but also expect a ...

Shep Hyken, the St. Louis–based bestselling author, podcaster, and keynote speaker, helps organizations around the world learn and implement best practices for serving people in a variety of ...

Welcome to our seventh annual “CRM Top 100” issue, where we highlight the hottest trends and technologies in the three pillars of CRM—customer service, marketing, and sales—as well as the 100 leading ...

STAMFORD, Conn. June 25, 2025 -- Automation, AI assistants, and the quest for customer value in service will transform customer service and support by 2028, according to Gartner, Inc. “AI and rapidly ...

With economic uncertainty in the headlines, consumer confidence is crossing stormy waters—changing expectations, thus driving consumer trends, and making it critical for businesses to stay on top of ...

Companies that respond to these trends now will be better prepared to succeed and maintain their competitive advantages. Smart organizations view their contact centers as their first lines of defense ...

A shift to a more distributed customer service workforce was underway before the pandemic. It kicked into overdrive when COVID hit and has continued for years. But that's just one of several ...

A group of customer experience (CX) leaders are seeing several trends in how companies are deploying artificial intelligence (AI) in their voice of the customer (VoC) practices: for direct, indirect ...

Timely replies and human-centered support on social media aren't optional anymore – they're expected. Here’s what brands need to know to get it right. Every tweet, direct message, and comment holds ...

Welcome to our fifth annual “CRM Top 100” issue, where we highlight the hottest trends and technologies in the three pillars of CRM—customer service, marketing, and sales—as well as the 100 leading ...