AI-driven voice technology allows companies to improve customer and employee experience alike. But is it something customers want? Voice-recognition applications are nothing new, but artificial ...

If you've ever wanted to complain to customer service — about customer service — you're not alone. According to the National Customer Rage Survey released last month, 74% of Americans reported having ...

The modern CX space is full of challenges and opportunities. Leveraging CX tech is critical to meet evolving expectations and create a customer-centric culture Many customers dread needing to contact ...

Forge Technology Advisors (FORGE) has recognized the transformative potential of AI in customer service as it is integrating AI into contact centers. With expertise in both technology and financial ...

Some companies have succeeded for decades by being traditionalists when it comes to customer service (which is my consulting wheelhouse) . These are companies that have thrived over the years by ...

In early 2020, when the coronavirus was still a distant concern, my wife and I booked an AirAsia flight to Bali. Big mistake. At the start of lockdown, we scrambled to secure a refund. We called the ...

Businesses hope the artificial-intelligence technology behind ChatGPT can turn ordinary chatbots into impressive fonts of information, potentially transforming customer service. But many executives ...

Can technology make the customer experience more human? Paradoxically, yes. Here’s how machines put people at the heart of a customer service. Hell hath no fury like a customer scorned. Just think of ...

Dohrn’s tech-driven operations plan improves visibility, cuts admin time, and boosts customer service across its LTL network. Electronic BOLs, PODs, and dock management systems save time, reduce ...