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The article offers information on several customer service technologies. It mentions about real-time analytics that involves use of real-time input from customers and enterprise business intelligence solutions to optimize the customer service experience. It discusses the artificial intelligence platform Amelia from software company IPsoft that have cognitive computing capabilities, and further reports about growth in gamification and its benefits for businesses.

The article discusses the usefulness of product companion applications that will provide all the necessary information online in the future. Such applications are expected to cover frequently answered questions as well as assistance from virtual agents on product fixes. It is noted that interactive voice response systems for product support will likely undergo integration with the companion system on mobile devices and computers.

The article offers information on Slice, a software and online platform provider for pizzerias based in New York City and its services. It mentions that the company's goal is to provide online ordering, supply chain and customer analytics services to independ pizza shops. It cites the partnership between Slice and Kustomer Kinetics Inc. whose aim is to utilize and deploy the latter's application programming interface (API).

The article reports on the increased number of company customer service departments using chatbots to deal with customer concerns. Topics discussed include the limitations of chatbots and the reasons most customers still prefer to talk to human customer representatives, the customer service-related tasks for which chatbots can be utilized effectively and the benefits of using them for these particular tasks, and the factors that businesses should consider before launching chatbot services.

The article focuses on several challenges to an integrated customer-centric strategy, which is considered a structured approach that leverages all customer data to increase customer satisfaction, loyalty, and revenue. Barriers include integrating offline and online customer information, apply Big Data analytics, and getting organizational buy-in.

The article offers information regarding the application and concept of artificial intelligence (AI) in the customer relationship management industry. It discusses the need to replace or overhaul the contact center self service applications, such as interactive voice response (IVR) systems, as well as information about the new generation of Al-based intelligent bots.

The article highlights the benefits of a knowledge management software on customer support experience. Featured advantages include the improvement business performance through knowledge gamification, accuracy of knowledgebase and ideal customer support experience by using online contextual help. The significance of a video support on customer service is also tackled.

The article discusses the significance of delivering quality service to customers. Tackled is the study conducted by consulting firm Watermark Consulting which evaluates the seven-year stock performance analysis for companies with quality delivery of services against poor ones. Explored is the usage of customer experience (CX) management program among various companies.

The article focuses on a study conducted by the market research firm Temkin Group in which it analyzed business enterprises that are focused on improving customer experiences (CX). According to the data 66 percent companies are implementing strategies for its improvement whereas 42 percent stated that their CX services had positive impact on the business. Other topics discussed includes investment in the customer centric culture, voice-of-the-customer software and predictive analytics.

The article features the enterprise content management (ECM) developer Hyland, which is also the creator of the process management software suite OnBase. Topics discussed include the Business Agility Platform offered by the OnBase 15 software, the capability of the OnBase AnyDoc data in capturing the stands as another Business Agility Platform pillar, and the potential of the OnBase in responding to the needs of the customers.

In this article the author talks about the concept of customer journey mapping. He mentions that if an organization tracks the customers' history of interacting with the organization through multiple channels such as website, kiosk or mobile devices, it can provide better customer services. Also he mentions the NICE Customer Journey Optimization solution from software company NICE systems which leverages machine learning solutions to identify customer behaviors.