Industry News

11 May 2017 These Are The Top Companies For Employee Experience, Forbes

10 May 2017 How Ambient Computing Will Help Chatbots Evolve, VentureBeat

6 May 2017 When Building Chatbot Software, Keep It Simple and User-Focused, TechTarget

5 May 2017 'I Hate Your Customer Service (But I'll Never Tell You That)', Forbes

22 Apr 2017 Social Care is the New Customer Service, Forbes

18 Apr 2017 Five Simple Ways to Improve your Customer Service Strategy, Forbes

18 Apr 2017 Chatbots Evolve from Greeting Tool to Customer Service Must Have, VentureBeat

5 Apr 2017 Facebook Messenger Chatbots Can Now More Easily Handle Updates on Shipping, Reservations, AdWeek

5 Apr 2017 Start-up Aims to Make Customer Service People ‘More Charming’ Through AI, CNBC

20 Mar 2017 What Millenials Want in a Chatbot, VentureBeat

13 Mar 2017 Lousy Customer Service? A Better Way in Healthcare, New York Times

13 Mar 2017 Will the Perfect Chatbot Continue to Elude Us?, My Customer

8 Mar 2017 Digital Customer Service or a Human Touch? What DO customers WANT?, Customer Think

6 Mar 2017 Twitter Rolls Out New Customer Service DMs, Business2Community

20 Feb 2017 Does customer experience need its own department?, Econsultancy

19 Feb 2017 The $5,000-Per-Square-Foot Customer Experience: How To Copy The Apple Store's Magic Formula, Forbes

13 Feb 2017 Uber CEO predicts humanoid robots will deliver pizza, AI chatbots to be in self-driving cars, CNBC

10 Feb 2017 Chatbot Acceptance Rises, But Human Backup Still Preferred, RetailTouchpoints

09 Feb 2017 Chipotle to tie employees' pay to customer service in comeback move, HRDrive

01 Feb 2017 Jay Baer's Top 3 Tips for Acing Customer Service in the Age of Social Media, Forbes

20 Jan 2017 Internal Customer Service Best Practices: Ten Principles For A Stronger Company Culture, Forbes

19 Jan 2017 4 Investments Brands Should Make to Upgrade Their Customer Service, Entrepreneur

07 Jan 2017 Ten Customer Service And Customer Experience Trends For 2017, Forbes

03 Jan 2017 Top Contact Center Stories of 2016, No Jitter

27 Dec 2016 Millennial Customers Will Dominate In 2017. Is Your Customer Service Experience Ready For Them?, Forbes

21 Dec 2016 The 8 best chatbots of 2016, VentureBeat

13 Dec 2016 Salesforce LiveMessage: From Notifications to Conversations, NoJitter

12 Dec 2016 Amazon’s New Feature Aims to Lure Big Companies to Its Cloud, Fortune

09 Dec 2016 Workplace by Facebook begins to take shape, TechCrunch

22 Nov 2016 Great Customer Experience Is Bigger Than Just Solving Customer Problems, Forbes

21 Nov 2016 Social Customer Service Will Rule the 2017 Holiday Season (Report), SocialTimes


12 Nov 2016 Today's Customers Demand Customer Service On Their Terms, Forbes

12 Nov 2016 5 steps to training a chatbot, VentureBeat

09 Nov 2016 Viber follows Messenger, launches Public Accounts for businesses and brands, TechCrunch

26 Oct 2016 IBM Teams Up With Slack to Build Smarter Data-Crunching Chatbots, Bloomberg

26 Oct 2016 Chatbots with Social Skills Will Convince You to Buy Something, MIT Technology Review

16 Oct 2016 The Customer Experience Is About Making Your Customer Look Good, Not Making Yourself Look Good, Forbes

05 Oct 2016 Virtual assistant faceoff: Alexa, Cortana, Google Assistant and Siri, CIO

04 Oct 2016 5 metrics every chatbot developer needs to track, VentureBeat

30 Sept 2016 Bringing Customer Self-Service Into our Homes, VoiceBot.AI

28 Sept 2016 RBS is launching an A.I. chatbot called 'Luvo' to help customers, BusinessInsider

19 Sept 2016 Enterprise Demands are Shifting the Cloud Computing Landscape, InfoWorld

09 Sept 2016 Cloud computing grows up, one API at a time, ZDNet

06 Sept 2016 Tech That Connects: 5 Companies Investing in Their Customer Relationships, Inc

30 Aug 2016 How chatbots will help mobile marketers, VentureBeat

27 Aug 2016 Bad Customer Service Costs Businesses Billions Of Dollars, Forbes

26 Aug 2016 The weird and wonderful future of AI chatbots, IDG Connect

25 Aug 2016 Using Data to Strengthen Your Connections to Customers, Harvard Business Review

24 Aug 2016 How to cross the conversational commerce chasm, VentureBeat

21 Aug 2016 5 Customer Service Interview Questions Every Manager Should Be Asking, Business2Community

10 Aug 2016 How Customer Experience Drives Business Strategy, CMSwire

11 July 2016 Google study: Examining how cloud trust relates to business performance, Cloud Computing News

11 July 2016 Cloud computing gives businesses the freedom to innovate , NetworkWorld

07 July 2016 CHATBOTS EXPLAINED: Why businesses should be paying attention to the chatbot revolution, Business Insider

07 July 2016 IoT To Transform Customer Service Over Next 5 Years, MediaPost

07 July 2016 CMOs Take Responsibility For Customer Experience, MediaPost

05 July 2016 Marketers Lack the Skills to Deliver on Customer Experience, eMarketer

05 July 2016 Twitter is testing 2 new customer service features for brands, The Next Web

05 July 2016 Microsoft to Update Its Dynamics Line of Business Software, WSJ

01 July 2016 Facebook simplifies confusing chatbots with buttons, not text commands, TechCrunch

30 June 2016 How To Create A Brand-Defining Customer Experience, Forbes

30 June 2016 How Marketers Can Improve ROI on Customer Experience, AdAge

28 June 2016 What new technologies will improve customer service?, ZDNet

28 June 2016 The Evolution of Customer Service: How Companies Are Using Chatbots, Huffington Post

07 June 2016 Superior customer experience equals better returns for insurers, report says, LifeHealthPro

31 May 2016 Cloud Software Begins to Lose Altitude, Bloomberg Gadfly

31 May 2016 3 common cloud ROI failures you must avoid, InfoWorld

28 May 2016 Man Versus Machine -- The Self-Service Customer Service Revolution, Forbes

26 May 2016 Amazon Scores Another Big Win in Cloud Computing, TheStreet

24 May 2016 Bot review: Poncho, 1-800-Flowers, and CNN rated for design and usability, VentureBeat

24 May 2016 Study: What CEOs Really Think About Customer Experience, 1to1 Media

24 May 2016 New Twitter Character Count Means Better Customer Service, Business News Daily

23 May 2016 McDonald's wage increase improves customer service, Business Insider

18 May 2016 Facebook's chatbot revolution slowed by problems with search and discovery, VentureBeat

17 May 2016 5 Signs Your Customer Service Operation Is In Need Of A Makeover, Forbes

29 Apr 2016 Mobile and cloud computing: Today's center of innovation?, TechTarget

29 Apr 2016 WebRTC: 'Yooge' in the Enterprise, NoJitter

28 Apr 2016 Amazon sales soar on cloud computing growth, The Telegraph

27 Apr 2016 CIO banks on bots to bolster customer experience,

27 Apr 2016 Amazon, Microsoft invest billions as computing shifts to cloud, The Seattle Times

25 Apr 2016 How to prepare your business to benefit from AI, TechRepublic

22 Apr 2016 Wiring Humanity into the Customer Experience, 1to1 Media

20 Apr 2016 3 Reasons Facebook Chatbots Are Good For Customer Service, Forbes

18 Apr 2016 How chatbots are going to redefine retail customer service, RetailDIVE

15 Feb 2016 Cloud computing: Here comes the shift from price war to feature war, ZDNet

11 Feb 2016 Facebook Tests SMS Integration In Messenger, Launches Support For Multiple Accounts, TechCrunch

11 Feb 2016 Why Self-Service is the Future of Customer Support – and How You Can Get it Right, Business2Community

09 Feb 2016 Internet of Things Disrupting Customer Service – Claims Journal – 02/09/16

09 Feb 2016 Digital Customer Service Is Becoming A Fully Realized Marketing Channel, Marketingland

09 Feb 2016 Marketers Are Using Business Metrics to Measure Experience, - BtoB - AdAge

01 Feb 2016 5 Ways To Turn Facebook Messenger Into Your Best Customer Service Tool, Forbes

01 Feb 2016 2016 Customer Service Trends: “Humanless” Customer Service Driving Change, Business 2 Community

29 Jan 2016 The Four Big Trends In The Communications Marketplace For 2016, Forbes

26 Jan 2016 The Hip New Way to Complain to a Business: Facebook Messenger, WIRED

26 Jan 2016 Smith School of Business to open new Customer Analytics Centre in Goodes, The Journal

25 Jan 2016 Overcoming 4 Obstacles That Stall Financial Customer Experience, 1to1 Media

25 Jan 2016 5 trends to set to revolutionise the customer experience in 2016, Memeburn  

24 Jan 2016 WhatsApp has a plan to be more than just a messaging app: Will it work?, Telegraph

22 Jan 2016 Top 10 Technologies For Customer Experience, Forbes

30 Dec 2015 The Difference Between Customer Service and Customer Experience, Forbes

29 Dec 2015 One Customer Experience Tool That Will Get Significant Attention in 2016, CustomerThink

18 Dec 2015 How to get and leverage user-generated content, CIO

17 Dec 2015 Good Customer Service Is Your Best Holiday Marketing Investment (Infographic), Entrepreneur

17 Dec 2015 7 Social Media Power Techniques that Build Your Brand and Business, Entrepreneur

14 Dec 2015 Room for Improvement in Retailers' Social Customer Service, eMarketer 

19 Nov 2015 In 2016, the Customer Experience Will Separate the Winners from the Losers, Business 2 Community

19 Nov 2015 Digital Content and Advertising Key Revenue Generators for Messaging Apps, eMarketer

17 Nov 2015 Why Brands Need More Continuity Between Marketing, Sales And Customer Service, Forbes 

15 Nov 2015 The 2015 Wish List for Holiday Customer Service, CustomerThink

15 Nov 2015 Click & Collect, Contactless and Customer Service: What We Learned From the Retail Insights Survey 2015, Business2Community

12 Nov 2015 Becoming a More Intelligence-Centric Organization to Drive Customer Experience, Chain Store Age

12 Nov 2015 Hyatt takes customer service to Facebook Messenger, Digiday

11 Nov 2015 So what exactly does Customer Experience (CX) mean?, Econsultancy 

10 Nov 2015 Banks Should Prepare For The Internet Of Things, TechCrunch 

28 Oct 2015 How to succeed at digital transformation, CIO

28 Oct 2015 3 Tips For Building Engaging Customer Experiences For Millennials, Forbes

28 Oct 2015 Online Customer Experience – Trick or Treat?, Business 2 Community

23 Oct 2015 6 things you can do today to boost contact center quality and efficiency, Customer Think 

15 Oct 2015 Customer experience: the trends, challenges and opportunities, Econsultancy

15 Oct 2015 How to Win at Customer Service: Keep It Simple, eMarketer

14 Oct 2015 From New York: Intelligent assistants provide customer experience boost, Business Reporter

07 Oct 2015 Redesigning Business to Optimize the Customer Experience, Chief Marketer

01 Oct 2015 Richard Branson on the Importance of Customer Service, TIME

29 Sept 2015 If Twitter Goes Beyond 140 Characters, Brands Will Follow With More Customer Service, AdWeek

24 Sept 2015 How to Handle Customer Service on Social Media, Business 2 Community

19 Sept 2015 Why Encouraging Your Customers To Complain Will Improve Your Customer Experience, Forbes 

16 Sept 2015 Business & the mobile app: Customer service is the #1 priority, VentureBeat

16 Sept 2015 Citi Cards' Chief Customer Experience Officer Answers 4 Questions For Marketing Innovators, Huffington Post

16 Sept 2015 We’re On the Brink of a Revolution in Crazy-Smart Digital Assistants, Wired

16 Sept 2015 The connected customer revolution: A new kind of customer service, TechRepublic

10 Sept 2015 Poor CX Puts Retail Revenue Gains at Risk, 1to1Media

02 Sept 2015 B-to-B CMOs: It’s Time to Own the Customer Experience, Advertising Age

01 Sept 2015 Twitter: The Next Customer Care Channel, ClickZ 

20 Aug 2015 Customer Service is the New Marketing, Forbes

19 Aug 2015 Could Twitter Become the Next Great Customer Service Platform?, Adweek

18 Aug 2015 3 mobile marketing tips for enhancing the customer experience, VentureBeat  

17 Aug 2015 The New Customer Service Mandate – It’s No Longer Socially Acceptable To Not Be Social, Forrester 

8 Aug 2015 Become 'Error-Tolerant' Like Apple And Mercedes: A Customer Experience Designer Strategy, Forbes

6 Aug 2015 Embracing Mobility and Improving Customer Service, Business 2 Community

6 Aug 2015 Screw Texting. It’s Time to Pick a Universal Messaging App, Wired

5 Aug 2015 New Facebook Page Features Seek to Help Personalize the Customer Experience, SocialMediaToday

26 July 2015 5 Things That Are Killing Your Customer Experience, Forbes

25 July 2015 2015’s Customer Service Hall of Fame, USA Today

24 July 2015 Why  You Need a Customer Experience Map, DestinationCRM 

24 July 2015 Keeping the customer experience simple in the digital age, CMO 

21 July 2015 Create an Unbeatable Customer Experience With this Simple, Powerful Formula Inc.

21 July 2015 How retailers can avoid fake omnichannel, RetailingToday

20 July 2015 10 Trends Changing Customer Expectations, ICMI

10 July 2015 Mobile Not a Customer Service Priority, eMarketer 

08 July 2015 Millennials skip traditional customer service for online troubleshooting, CIO

08 July 2015 Millennials skip traditional customer service for online troubleshooting, CIO

07 July 2015 5 Questions You Need to Ask About Your Omnichannel Customer Experience, Business 2 Community

06 July 2015 6 ways to transform your business by uplifting the customer service experience, VentureBeat

02 July 2015 Does Anybody Really Believe In Fantastic Customer Service, Forbes

02 July 2015 Customer Experience: The New Currency of Power, Forbes

01 July 2015 Customer Service or Lip Service?, Huffington Post

01 July 2015 Millennials: Why Customer Service Will Never Be The Same, InformationWeek

01 July 2015 Delta’s excellent customer service should inspire your IT team, TechRepublic 

14 June 2015 Uber sets up customer service center in Phoenix, autoblog

10 June Customer Service as a Spectator Sport Is About to End, Time

11 June 2015 I’ll Keep My Bank: Digital Companies Lack Customer Service, PaymentsSource

11 June 2015 Twitter Just Became a Messaging App, Wired

12 May 2015 Cloud computing by the numbers: The rise of the private and hybrid cloud, Mashable

12 May 2015 Omnichannel customer experience doomed without clear goals, TechTarget

05 May 2015 Personalization Powers the ‘Velvet Rope’ Customer Experience, MultiChannel Merchant

23 Apr 2015 'We Go To Cloud Computing To Magnify And Amplify Our Talents, Not Just To Make Things Simpler', Forbes

23 Apr 2015 Optimizing a Digital Customer Experience Requires the Capacity to Continually Evolve, Loyalty 360

20 Apr 2015 Great customer experience is an elusive goal, IT World

26 Mar 2015 5.1 Customer Service Trends That Are Poised To Blindside Your Business, Forbes

25 Mar 2015 How are organisations optimising their customer experiences?, Econsultancy 

19 Mar 2015 Introducing the 2015 Retail Customer Experience Top 100, Retail Customer Experience

18 Mar 2015 Positive Customer Experience Is the New Lead Generation, Business 2 Community

13 Mar 2015 Why your CFO is your cloud computing partner, IT Brief

24 Feb 2015 3 things that will change user experience design in 2015, Mashable 

20 Feb 2015 3 Questions to Ask Before Launching Live Chat for Customer Service, CustomerThink

19 Feb 2015 Use Customer Service Strategies to Resolve Arguments More Effectively, LifeHacker

18 Feb 2015 Everyone Wins When CIOs Partner With CMOs, CIO Insight

11 Feb 2015 Why customer service and branding are the same thing, Retail Customer Experience

11 Feb 2015 The Biggest Customer Service Mistakes You Can't Afford To Make As a SaaS Startup, Forbes

03 Feb 2015 7 Steps to Deliver Better Customer Experiences, Harvard Business Review

27 Jan 2015 3 Ways Customer Experience Marketing Will Evolve, Business2Community 

29 Dec 2014 The Top Five U.S. Airline Customer Service Moments of 2014, The Street

19 Dec 2014 A Customer-Centric Business Is A Social Business, The Huffington Post 

18 Dec 2014 Forrester’s Top Trends For Customer Service In 2015, Customer Think 

17 Dec 2014 5 trends that could change how businesses use social media in 2015, Fortune 

16 Dec 2014 Innovative Customer Service Makes Sales Bells Ring, Investor's Business Daily 

16 Dec 2014 2015 Contact Center Predictions, NoJitter  

15 Dec 2014 In 2015, CIOs Will Cement Customer Strategy, Forrester Says, The Wall Street Journal 

15 Dec 2014 3 Ways Customer Service Has Changed (And How to Adapt), Business News Daily

12 Dec 2014 Six Tips to Boost Customer Service During the Holidays, Bloomberg Businessweek

10 Dec 2014 How Technology Is Taking a Byte Out of Customer Service, The Huffington Post

10 Dec 2014 Deliver on your service sweet spot so customers don't feel marginalized, TechRepublic

01 Dec 2014 Cloud computing trends reveal business transformation in the channel, TechTarget

21 Nov 2014 Why The Cloud Isn’t Going Anywhere, TechCrunch 

17 Nov 2014 15 for 2015 – Customer Service Trends, Customer Think

12 Nov 2014 How QVC’s Omnichannel Focus Leads to Better Customer Engagement, CIO

12 Nov 2014 Bridging The Gap Between Mobile Product Development And Customer Experience: Seven Imperatives For IT Organizations, Part I, Forbes

11 Nov 2014 The Longest Lasting Emotions In Customer Experience, Forbes

10 Nov 2014 Satisfied vs. Delighted: Raising the Customer Experience Bar, FOX Business 

10 Nov 2014 The Future of Communications Is Embedded Within Apps, Forbes

05 Nov 2014 New ways to get great customer service, FOX Business 

04 Nov 2014 Customer Experience Should Not Be the Job of Just One Person, Entrepreneur

24 Oct 2014 When Companies Focus Only on New Customers, The Wall Street Journal 

22 Oct 2014 It's No Longer a Question Whether to Use Social Media for Customer Service, Entrepreneur

21 Oct 2014 3 On Your Side: Video Chat Customer Service, CBS Local

21 Oct 2014 Outside-In Customer Experience Is The Best Offensive Strategy, Forbes 

20 Oct 2014 How the Amazon Fire Phone Could Transform Customer Service, Wired 

19 Oct 2014 Use tech to your advantage when seeking customer support, Boston Globe 

13 Oct 2014 Will the Rightful Customer Experience Owner Please Stand Up?, 1to1 Media

10 Oct 2014 20 Expert Tips For Customer Service Week 2014, Forbes 

09 Oct 2014 3 Steps to Happier Customers, Entrepreneur 

07 Oct 2014 Q&A: IBM’s Guy Stephens on the importance of social customer service, Econsultancy 

07 Oct 2014 5 Proven Ways to Create Long-Lasting Customer Relationships, Entrepreneur

29 Sept 2014 For B2B Businesses, Customer Service Still Counts, Fox Business News

26 Sept 2014 Care Management, Customer Service Must Converge, InformationWeek 

26 Sept 2014 Comcast Names Exec To “Reimagine” Customer Experience, Acknowledging It’s A Problem, Deadline 

25 Sept 2014 Why customer service pays off most when the economy is positive, Quartz

22 Sept 2014 (Internet of) Things as a Service (TaaS) – Hype vs. Reality, CIO

22 Sept 2014 When Customer's Service Dog Is Run Over By Taxi, Southwest Airlines' Culture Saves The Day, Forbes 

20 Sept 2014 A Culture Of Customer Service Excellence Starts With Consulting Your Employees, Forbes 

20 Sept 2014 Choosing A UC Vendor: 5 Tips, InformationWeek 

18 Sept 2014 Why Businesses Should Go Beyond 'Customer Service', Mashable 

16 Sept 2014 Outstanding Customer Service In Social Media, Forbes 

16 Sept 2014 Tech has raised the bar on customer experience higher than ever; here’s why you should care, VentureBeat 

15 Sept 2014 5 Call Center Tech Trends That Have Become Mainstream in 2014, CustomerThink,

15 Sept 2014 Omni-Channel Marketing Is Forever Changing The Buyer's Journey, The Huffington Post

15 Sept 2014 Would You Pay To Jump The Queue In Customer Service Calls? Why Company Reputations Are At Risk, Forbes

12 Sept 2014 The 3 Characteristics of Brands That Command Customer Loyalty, Entrepreneur

11 Sept 2014 Engaging Customers in the Digital Age, The Huffington Post

11 Sept 2014 What Can CEOs Do To Drive Customer Success?, Forbes

09 Sept 2014 6 Characteristics Of Masterful Customer Service: How Do You Stack Up?, Forbes

09 Sept 2014 The Cardinal Sins Of Customer Service -- And How To Fix Them, Forbes 

09 Sept 2014 The Customer Code Of Ethics: The 7 Beliefs Of A Great Service Attitude, Forbes

08 Sept 2014 Why Two Banks Are Turning To The Cloud, Forbes 

08 Sept 2014 Wearables are About to Change Retail Customer Service, Multichannel Merchant 

05 Sept 2014 3 Customer Service Innovations To Help You Never Disappoint A Customer Again, Forbes

02 Sept 2014 The Secret to Outstanding Customer Service, Entrepreneur 

02 Sept 2014 Three Ways Cloud Computing Is Driving Rapid Innovation, Forbes

02 Sept 2014 Embrace Video, NoJitter

01 Sept 2014 Why I'm Going All In on Customer Service, Forbes

24 Aug 2014 What Role Does Intuition Play in Customer Experience?, CustomerThink

21 Aug 2014 The True Price of Customer Service, The New York Times

21 Aug 2014 Great Customer Service Requires Custom Fitting: How To Personalize The Customer Experience, Forbes

19 Aug 2014 The Keys To Exceptional Customer Experience, From Visionary CMOs Of Travel, Forbes

18 Aug 2014 How to Salvage the Customer Experience After a Recall, 1to1 Media

18 Aug 2014 Five Customer-Centric Marketing Lessons from Apple to Zappos, Forbes

18 Aug 2014 Customer centricity is bridging the gap between intent and action, says NAB, CMO Australia

14 Aug 2014 How the Internet of Things Drives Customer Engagement, CMS Wire

12 Aug 2014 7 Reasons You Need to Be Using Social Media As Your Customer Service Portal, Forbes 

11 Aug 2014 Hosted IP Telephony and UCC Services Market Continues to Present Opportunities, NoJitter

11 Aug 2014 More companies adding video to personalize online customer service, LA Times

09 Aug 2014 The World Of Everything-As-A-Service, TechCrunch 

06 Aug 2014 Business technology literacy in the cloud computing era, Cloud Computing News

06 Aug 2014 Mobile Use And The New Customer Experience, Forbes

05 Aug 2014 Why Customers Want Your Infrastructure in the Cloud, Bank Systems & Technology

05 Aug 2014 Leveraging the Internet of Everything to Create a Better Customer Experience, Social Media Today

05 Aug 2014 Scientist finds satisfied customers spend more than double unhappy ones, Biz Journals

01 Aug 2014 Heroic Customer Service by a Senior Executive at Warby Parker, Forbes