“There was a lot of pushback from some of the higher level executive management team,” Farrell noted, “At the time…there were ...

When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

In the 7-minute documentary “The Future is Calling,” experts explain how the customer experience is transforming.

Experts predict that AI will autonomously resolve 80% of common customer service issues by 2029. In many cases it's fine, but ...

Benevolent by nature, Kartik Jobanputra is a serial entrepreneur and a pro skydiver. He lives life king-size. Founder & MD of smartt-ai.com. Customer service is evolving quickly thanks to the power of ...

There's bad customer service — and even worse bogus customer service where anyone can easily be taken by a scammer with a quirky accent who demands a credit card on the spot when you call a fake ...

Customer experience should be getting better. Companies are increasingly claiming to be customer-centric and appointing Chief Experience Officers to focus on improving CX. They are investing in AI and ...