Agentic AI changes this. It can watch for triggers – like fraud or service failures – and act before the customer even picks up the phone. Instead of dealing with a complaint, it reaches out, resolves ...

Discover how brands use conversational AI to enhance empathy, trust, and personalized support without losing the human touch ...

Marketing researchers at the University of Maryland's Robert H. Smith School of Business have produced an artificial ...

When automation displaces so many human roles, CX quality takes a nosedive. The key is to define clear, human-centric strategies for implementing AI.

Responsible transparency and truly doing right by customers are the cornerstones of building trust between technology ...

Robotic solutions are no longer just prototypes, but practical, cost-effective tools capable of handling repetitive and even ...

Businesses across the U.S. are embracing AI and automation to power faster, more personal, and more efficient customer service experiences, quietly, but profoundly.

Businesses need to take stock of their data storage structures and workflows, and to improve integrations, security, and ...

Chatbots evolve beyond cost savings. Once seen as call deflection tools, today’s bots are brand touchpoints powered by large ...

Your Customers Live on Mobile.Your Service Doesn't.New research reveals the shocking disconnect between how retail leaders communicate personally vs. how they serve customers.Key Insights:46% of ...

Enter the Customer Service team. These individuals are hired to fix things, at least that is the plan. Instead, the plan is ...

T-Mobile 5G Home Internet Review: Plans, Pricing, Speed and Availability This telecom titan is changing the game with its home broadband service. Is it right for your household? Let's take a look.