NOW PART OF THE FUTURUM GROUP

Learn More
HP Cartridge Authentication

Despite Customer Anger, HP Stands by Its Cartridge Authentication System

Maintaining a balance between ensuring customer experience and the need to ensure solid revenue streams is a challenge faced by many organizations. Amid an environment where menu hacks are shared on Twitter to highlight ways to save money by using...

Read More
Salesforce launches Einstein GPT

Salesforce Announces Einstein GPT

Salesforce announced on March 7 Einstein GPT, a new generative AI technology that combines OpenAI’s enterprise-grade ChatGPT with Salesforce’s private AI models to deliver relevant and trusted AI-generated content across sales, service,...

Read More
Empathy in customer service

Delivering Empathy to Improve CX

Providing a good customer experience is often dependent upon the ability of an organization and its representatives to provide efficient, timely, and personalized service to customers during each interaction. However, the ability to display empathy...

Read More
Salesforce analytics for CSPs

Salesforce Delivers New Analytics, AI, and Automation Solutions for Communications Providers

Salesforce announced in late February several new solutions aimed at the communications industry that are designed to help improve agent productivity and performance, streamline contact center management, and enhance the customer experience. The...

Read More
Amdocs Microsoft Customer Engagement Platform

Amdocs, Microsoft Announce a New Customer Engagement Platform

Amdocs, a provider of customer experience software and services to telecommunications and media companies, and Microsoft announced a new Customer Engagement Platform. The new platform is designed and built to enable communications service providers...

Read More
Remote contact center management

Managing Remote Contact Center Workers to Ensure Success

The COVID-19 pandemic helped to usher in several changes in the ways organizations interact with customers. From the use of QR menus in restaurants to the advent of buy-online, pickup-in-store services, organizations needed to shift the way they...

Read More
Enterprise CX spending survey

Surprise: Enterprise Execs Plan to Increase Digital CX Investments This Year

A new enterprise CX survey from TELUS International indicates that many executives are planning to increase CX budgets in 2023.

Read More
Alleviating customer experience pain points

Identifying and Responding to CX Pain Points

Brands can effectively use technology and training to reduce interaction friction, process friction, and relationship friction in customer interactions.

Read More
EisnerAmper survey on cybersecurity and CX

Corporate Leaders See External Hackers, Internal Staff Errors, as Top Cybersecurity Breach Causes

A new survey from EisnerAmper indicates that companies are wrestling to balance enhanced security with a smooth customer experience.

Read More
CX for local governments

Building Trust with Citizens Through Better CX

Local governments should borrow best practices from commercial brands to increase the level of citizen trust and engagement.

Read More
Restaurant customer experience technologies

Balancing Efficiency Against Human Interaction in Restaurants

Restaurants have been at the forefront of customer-facing technology innovation in the past few years, with some pandemic tactics here to stay.

Read More
Auto authentication using multi-factor authentication and biometrics

Auto-Authentication Techniques to Save Time and Improve CX

Using multi-factor authentication and biometrics, in place of traditional account verification, can reduce friction in customer service.

Read More
SugarCRM digital self-service launch

SugarCRM Debuts New Digital Self-Service Capabilities

SugarCRM has announced digital self-service capabilities that are aimed at middle market business-to-business (B2B) companies.

Read More

Improving CX in Food Manufacturing

In past decades, many consumers rarely gave much thought to how the food they consume is processed, which ingredients were used, and from where the raw ingredients were sourced. But today, with health and dietary restrictions, concerns about the...

Read More
Flexible product returns

Providing Flexible Product Returns While Limiting Fraud Opportunities

Customers have myriad options to purchase products, at both physical stores and online. To entice customers to purchase from their organizations, many stores will provide hassle-free product returns, with relatively lenient criteria for accepting a...

Read More
State of the CX Market

The State of CX in 2022

As the COVID-19 pandemic continued to recede into the background throughout 2022, the CX market homed in on serving customers that were increasingly digital, demanding, and DIY. Across nearly all industries, CX practitioners and vendors trained...

Read More