In customer experience leadership, it is easy to get swept up in the urgency of daily operations—handling complaints, fixing ...

CRM systems equipped with analytics help companies organize, study, and interpret customer data to understand patterns and ...

A recent Kapture CX survey shows 99% of customer experience leaders are engaging with AI, though only 7% have scaled it ...

Forty years of waiting tables taught Kathy Fisher a few things about customer service: Pay attention to the customer, stay ...

Businesses can transform satisfied customers into passionate brand advocates by consistently exceeding expectations through a ...

A new survey finds that 71% of consumers say that most of the companies they do business with need to improve their customer experience.

One year ago, Microsoft launched its Contact Centre as a Service (CCaaS) solution, powered by AI. In just 12 months, it has already helped reshape how organisations connect with their customers, ...

Telecommunications giant Verizon is announcing a new suite of customer service experiences for consumers of its phone and internet offerings. Among other enhancements, Verizon customers now have ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

What makes for a good customer service experience? To start, it’s convenient, fast, and addresses all of a customer’s needs. And until recently, it had a human touch: “service with a smile,” if you ...