As businesses face increasing competition and elevated customer expectations, delivering exceptional customer service has become a vital strategy. One of the primary methods companies are using to meet customer needs and optimize processes is by utilizing AI chatbots. These conversational AI applications are designed to handle customer inquiries efficiently and provide around-the-clock support, thus allowing human support agents to focus
Customer feedback has always played a critical role in shaping business strategies and improving products and services in the B2B sector. Traditionally, companies have relied on surveys, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores, to understand customer preferences and measure satisfaction. However, with the rapid development of AI technology, the future of these traditional surveys seems
In today’s competitive business environment, customer attention and loyalty are paramount, necessitating ongoing efforts by brands to meet ever-changing expectations. Artificial intelligence (AI) has emerged as a pivotal force in reshaping how brands interact with and serve their customers by leveraging data to enhance communication, streamline interactions, and personalize experiences. This article explores how AI is making a significant impact
The integrity of Romania’s ongoing presidential election has come under scrutiny after the national security council raised alarms about potential cyber-attacks that could sway the results. During a significant meeting on November 28, the Supreme Council of National Defense scrutinized the activities of state and non-state cyber actors allegedly targeting Romania’s election infrastructure. This latest development suggests that Russia might
In the face of customer frustration with poor experiences, businesses must take proactive steps to improve satisfaction. Recently, a Forrester report highlighted an alarming trend: customer satisfaction in Canada has been on a steady decline since the pandemic, reaching its lowest point since 2016. The report measures customer experience quality across three dimensions: effectiveness, ease, and emotion. Among these, effectiveness
The increasing number of North Korean IT workers masquerading as professionals from other countries to obtain remote employment and freelance agreements poses a significant threat to global businesses. These individuals focus on software development, mobile applications, blockchain, and cryptocurrency technologies, operating through individual efforts and front companies. The situation highlights the need for heightened vigilance and enhanced security practices to
The transformative impact of human-centric artificial intelligence (AI) on customer experience (CX) and loyalty is the focus of Zendesk’s “2025 Customer Experience Trends Report”. This comprehensive study, based on survey data from nearly 5,100 consumers and 5,400 customer service and experience leaders, agents, and technology buyers across 22 countries, highlights a significant shift towards AI-powered personalization and human-like interactions. These
Artificial intelligence (AI) is revolutionizing the customer experience (CX) landscape, offering businesses new ways to enhance customer satisfaction and drive return on investment (ROI). This transformation is primarily achieved through smarter chatbots, proactive insights, and frictionless customer interactions designed to boost loyalty and cut operational costs. However, while the potential of AI in enhancing CX is undeniable, many businesses face
In today’s fast-paced business environment, maintaining a customer-centric approach is essential for fostering loyalty and driving innovation. While the adage "the customer is always right" may not always be accurate, keeping the customer at the heart of business operations is crucial for sustained success and competitiveness. This article explores the importance of customer-centric strategies and how they can enhance customer
The integration of artificial intelligence (AI) in call centers is revolutionizing customer service by streamlining processes and enhancing the quality of interactions. Automation of routine inquiries, real-time insights, and data-driven decision-making are some of the ways AI is transforming traditional call center operations. As AI continues to evolve and permeate the call center industry, it is essential to comprehend its
8×8, Inc., a leading provider of integrated contact center and unified communication solutions, has significantly advanced in enhancing customer experience (CX) through its AI-powered platforms. The company’s ongoing transformation efforts have focused on delivering innovative applications driven by artificial intelligence (AI), aiming to enhance communication and engagement processes for various organizations. As a result, 8×8 has seen substantial growth in
On November 7, 2024, Finastra, a prominent fintech company based in London, detected suspicious activity on its Secure File Transfer Protocol (SFTP) platform, used to securely transfer large files. The subsequent investigation revealed the theft of 400GB of internal documents, which were later put up for sale on a hacker forum. Initially listed for $20,000, the price of the stolen
