AI-driven voice technology allows companies to improve customer and employee experience alike. But is it something customers want? Voice-recognition applications are nothing new, but artificial ...

If you've ever wanted to complain to customer service — about customer service — you're not alone. According to the National Customer Rage Survey released last month, 74% of Americans reported having ...

The modern CX space is full of challenges and opportunities. Leveraging CX tech is critical to meet evolving expectations and create a customer-centric culture Many customers dread needing to contact ...

Some companies have succeeded for decades by being traditionalists when it comes to customer service (which is my consulting wheelhouse) . These are companies that have thrived over the years by ...

Salesforce Inc. is imbuing its 16-year-old Service Cloud with artificial intelligence agents in a new suite designed to deliver what executives described as a “conversation-first, agent-first” ...

The business world often believes that the numbers speak for themselves. Well, in the age of technological marvels, it’s not just the numbers that are speaking; it’s your customers as well. With ...

In early 2020, when the coronavirus was still a distant concern, my wife and I booked an AirAsia flight to Bali. Big mistake. At the start of lockdown, we scrambled to secure a refund. We called the ...

Businesses hope the artificial-intelligence technology behind ChatGPT can turn ordinary chatbots into impressive fonts of information, potentially transforming customer service. But many executives ...

Dohrn’s tech-driven operations plan improves visibility, cuts admin time, and boosts customer service across its LTL network. Electronic BOLs, PODs, and dock management systems save time, reduce ...