Integrating AI tools into CX programs should be a careful, intentional process that prioritizes meaningful outcomes over cost ...

When you shop through retailer links on our site, we may earn affiliate commissions. 100% of the fees we collect are used to support our nonprofit mission. Learn more. Bob Solomon was counting the ...

Ten years ago, Gladly burst onto the CX scene with a revolutionary idea: to put customers at the center of customer service. As other platforms revolved around tickets and cases, Gladly created a ...

German sportswear giant Adidas disclosed a data breach after attackers hacked a customer service provider and stole some customers' data. "adidas recently became aware that an unauthorized ...

From reproductive rights to climate change to Big Tech, The Independent is on the ground when the story is developing. Whether it's investigating the financials of Elon Musk's pro-Trump PAC or ...

The reversal suggests that AI technology is yet to compete with the nuance and emotional capabilities of human workers, particularly in cases such as customer service, where a sense of empathy is ...

Fintech firm Klarna Group is scaling back its heavy reliance on artificial intelligence (AI) for customer service after chief executive Sebastian Siemiatkowski admitted the automation-led model had ...