Facebook investors are suing the social media giant following revelations of a major data breach that has sent its shares plummeting by almost £50bn. The world's most powerful social network is in the midst of a reputational crisis after it emerged that data firm Cambridge Analytica had improperly used … Read …

Millions of people see science-related information on their Facebook feeds or elsewhere on social media, but the kinds of science stories people most likely encounter are often practical tips with “news you can use” or promotions for programs and events rather than new developments in the science, … Read More

“There are various forms of self-regulation which could be tightened” around social media, but “my feeling is we need to get more of it on a statutory footing,” James said on Wednesday in a telephone interview. While the government hasn't formed an “agreed position” yet, proposals will be made in …

Vision Critical Communications has acquired certain assets of Aida Software, a startup with expertise in applying artificial intelligence to customer experience and customer support applications. Financial terms of the deal were not disclosed. The acquisition is expected to accelerate the development and … Read More

Thunderhead, the global leader in customer engagement and journey orchestration, announces Intent Analyzer, enabling brands to move beyond customer journey visualizations to uncover an even deeper level of actionable journey intelligence. Intent Analyzer gives CMOs and CX leaders a richer … Read More

Companies need to take a holistic approach to customer service knowledge, using AI to make their knowledge work for them, ensuring that … Successfully managing knowledge and delivering fast, consistent answers is central to the customer experience, brand reputation and bottom line revenues. Read More

If you're already a Vodafone customer, you can join VOXI immediately online. Otherwise you will be have to apply and will be sent a free SIM in the post. Either way you will need to submit ID that proves you or the intended recipient of the SIM is under 25. …

BOSTON, March 21, 2018 /PRNewswire/ — John Hancock recently was named a Grand Stevie winner at the 12th annual Stevie® Awards for Sales & Customer Service in Las Vegas, in recognition of the quantity and quality of the company's submissions. Grand Stevie trophies are awarded for the Best of … Read …

ASHLAND, Ky. (March 21, 2018) – Cindy Wiseman was named Kentucky Power's new managing director external affairs and customer service on Wednesday. Wiseman, an external affairs manager for Kentucky Power's sister company Appalachian Power, has been with American Electric Power since … Read More

59% of respondents (62% in the U.S. and 55% in the UK) found that having to repeat information and context to a human agent in the event of escalation from chatbots was the biggest hassle by far in using virtual assistants. The second biggest deterrent at 32% (29% U.S. and …