“Whom you often long to speak to during a customer service call." This clue from a recent New York Times mini crossword puzzle gave me nary a pause, thanks to the CX analyst in me. I knew “human” had ...

What does the customer want now? Let’s face it, the idea of ‘new normal’ is behind us. We are in uncharted territory, that brave new world where we know our clients and customers exist. But the big ...

The better companies are at telling AI fact from fiction, the faster they can get on with transforming their business.

What makes customers return to businesses they love? This question has fascinated me throughout my career in customer service. Recently, my team and I surveyed over 1,000 customers to uncover exactly ...

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 ...

Most importantly, hybrid brings together what customers value most: the speed of technology and the humanity of real people.

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues ...

Canada’s largest grocer, Loblaw Companies Ltd. expects more competition and moderate sales growth in 2013, and says it’s considering consolidating some of its banners. Company president Vicente Trius ...

Building deeper customer relationships now depends on how well banks understand and address the financial challenges consumers face. The 2025 U.S. Financial Health and Advice Satisfaction Study offers ...

At Sidekick, between June 2023 and July 2024, we delivered over £10 million in social value across key contracts in the UK through targeted initiatives designed to promote local skills and employment.