The United States is in a data quality crisis. This impacts everything, from productivity to AI. Here I’ll focus on the impact of bad data on customer service, which is also in crisis. I recently got ...

What happened in the Qantas data breach? On June 30, 2025, Qantas found unusual activity on a third-party customer service platform. Hackers broke into this system and took personal information, such ...

Step into just about any boardroom right now, and the conversation will inevitably turn to AI. There’s excitement, yes—and urgency to build skills, fear of falling behind, mounting pressure to do more ...

Integrating data and AI solutions throughout the customer experience journey can enable enterprises to become predictive and proactive, says vice president of product marketing at NICE, Andy Traba. In ...

Customer data platforms (CDPs) first gained popularity among marketing users as the technology tackled the marketing function’s complex customer data management challenges. These challenges included ...

It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers ...

Most companies use different vendors to run different parts of their business, such as customer management, finances, payroll and social media. To do this, they share access to customer data with ...

"AI has a role to play in automating back-office tasks and improving efficiency," said Jane Blanchard, head of brand and marketing for ServiceForge. "But when a customer is calling because their heat ...

The new online portal offers a look at how the agency is doing, as its new commissioner passes his 100 day mark on the job. Social Security Administration Commissioner Martin O’Malley has been on the ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, and enhancing user experiences.

Once a promising but mostly supportive tool, artificial intelligence now stands at the center of how businesses manage and interpret customer data. Its capabilities are reshaping industries, enabling ...

If your business is struggling to manage customer profiles and customer master data across different departments, Customer Master Data Management (CMDM) solutions could be the answer. These tools ...