Traditional retail metrics like customer acquisition cost (CAC) and customer lifetime value (CLV) are increasingly limited in providing a comprehensive view of customer value and marketing ROI. As ...

In today’s fast-paced business landscape, customer service is no longer a support function. Advancements in technology have transformed the contact center into a core value driver for the business.

If you have one bad encounter with customer service, you leave with a terrible impression of the company. If you have great service, though, the company is one you will not forget.

Today at NRF 2026, Google Cloud unveiled Gemini Enterprise for Customer Experience (CX), an agentic solution designed to bring shopping and customer service together on a single intelligent interface ...