A new report from the American Customer Satisfaction Index offered some insight on how fast-food and full-service brands ...

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Rather than replacing human representatives, the tool was created to support staff by providing clear, plain-language responses during customer interactions.

Imagine a loyal customer calling in to sort out a billing issue. They navigate through a complicated IVR system, get stuck in ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to ...

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

Paint to Sample Plus service requires an average of nine months just to test and develop a color based on a customer’s ...

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 ...

As well as customizing your loyalty tiers to match your brand, consider customizing reward offers that align with your brand’s and customer’s values. For example, one in four consumers pay more for ...

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 ...

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 ...