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 ...

"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 ...

CDI goes beyond collecting data, focusing on accuracy, governance and real-time access that modern CX depends on.

Modern CX depends less on where data lives and more on how signals, AI, and governance come together at decision time.

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. Today, I’m speaking with Amit Sood, chief technology officer at ...

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 ...

Marketing relies on seamless access to data, but customer information is often trapped in silos across teams and platforms.

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 ...

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 ...