Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

Best Buy Co. faced a daunting challenge that would sound familiar to many large corporations: multiple different software applications were needed to run its contact centers, creating a maze of ...

STAMFORD, Conn.--(BUSINESS WIRE)--Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm, has launched a research study examining service providers ...

As part of the cooperation, a new network service monitoring system will be implemented at One Hungary, driving analytics, customer insights, boosting automation and enabled by AI, supporting ...

LONG ISLAND CITY, N.Y. & SUNNYVALE, Calif.--(BUSINESS WIRE)--Today, Optimum and Google Cloud announced an expanded collaboration to build an intelligent and personalized customer experience across web ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

Start with the basics. Use AI for chatbots and repetitive CX tasks to reduce wait times and lower operational costs. Build loyalty with advanced tech. Use real-time customer data to allow AI-driven ...

Corrections & Clarifications: An earlier version of this story misclassified Chewy.com The company is an online shop. Retail giant Amazon, online fast-fashion retailer Shein and confectionary brand ...

Every industry, including the quick service restaurant (QSR) market, plans to transform its business with artificial intelligence (AI), especially generative AI. Several years ago, Wendy's embarked on ...

Americans have a lot of choices when they want to eat out, whether it be at a fast-food chain or a full-service restaurant, with customer satisfaction being a significant factor in where they go. A ...