Forbes contributors publish independent expert analyses and insights. A recent study by Harvard Business Review, conducted in collaboration with Tata Communications, reveals some unexpected news and ...

Real-time interaction management (RTIM) is reshaping the way brands think of customer journey orchestration. RTIM makes a previously unheard of level of real-time personalization possible. With RTIM, ...

Robotic Process Automation (RPA) is a technology with the potential to redefine the way businesses interact with their customers, shaping the future of customer interactions. At its core, RPA provides ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...