As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

It does work I don’t want my team wasting time on, and it does it without fatigue, context switching or the need to sleep.

AI-powered, interactive knowledge bases are transforming static documentation into dynamic, contextual experiences that learn from every user interaction.

The way to hit a home run when describing yourself in an interview is to figure out which skills are most important in the ...

As we’re heading into the new year, the banking sector has a lot to look forward to. From a technology perspective, there’s ...

If you’re looking for hints and answers for Strands for Friday, December 26, 2025, read on—I’ll share some clues and tips, ...

When it comes to CMNs, retailers and marketplaces hold the key advantage thanks to shopping and transaction-level data.

Brightspeed, one of the largest fiber broadband companies in the United States, is investigating security breach and data ...

In its report, Pennsylvania’s Public Utility Commission found that the widespread outages stressed Duquesne Light Company in ...

Make no mistake, either Agentforce is Salesforce's future or its future looks pretty bleak. For now, most CRM investors are ...

Well, sort of. Machine learning, an older form of AI, has long been used in all sorts of scientific research. One branch, called deep learning, forms part of AlphaFold, a Nobel Prize–winning tool for ...