When you look up the definition of a "cost center," it probably refers to an essential but non-profitable part of a business. In many cases, the customer service (CS) function is explicitly viewed as ...

Across service companies worldwide, functions like Sales, Professional Services, and Technical Support are converging on a common goal: Customer Success (CS). Increasingly, CS is recognized not only ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

Launch dates don’t build customer loyalty—outcomes do. Here's why CX leaders are shifting from velocity to impact. Across boardrooms and executive status meetings, there’s a familiar drumbeat: “Are we ...

NEW YORK--(BUSINESS WIRE)--New research from Accenture (NYSE: ACN) reveals that companies which view customer service as a value center, rather than as a cost center, achieve 3.5X more revenue growth ...

How are data and AI being used to deliver value to customers and employees in the insurance industry? This is among the ...

In the recent event "How Delivering Against Consumer Core Values Will Help Drive Business Growth," experts share how to understand and tap into customer values. Demographics don't tell the whole story ...

Continuous digital connection has fundamentally transformed the entire customer relationship lifecycle, from sales and marketing through to customer service and renewal. In place of the sporadic sales ...

If your AI strategy doesn’t clearly improve the product or lower the cost, you’re not AI-native — you’re just AI-branded. The transition to an AI-native enterprise demands more than just technology ...

There may be a growing crisis for the limited-service restaurant industry, according to the 2025 QSR Reputation Ranking Report by Chatmeter, which analyzed over 300,000 online reviews for 26 chains ...

Opinions expressed by Entrepreneur contributors are their own. The rich, indeed, are different when it comes to their customer service expectations. Your company needs to deploy a sophisticated, ...