Personalization should focus on brands showing respect to people rather than machines gaining a simplistic understanding of ...

Although the phone remains the most used customer service channel by consumers, its appeal appears to be declining, according to recent research from The Northridge Group. The report was based on data ...

For example, WhatsApp’s dominance as a customer service channel in Latin America starkly contrasts with preferences for email and traditional calls in other regions. This added complexity means ...

Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced an expanded partnership with Aramex, a global leader in logistics and transportation ...

Company Strengthens AI-driven Voice and Contact Center Capabilities Through Expanded AWS Partnership SAN FRANCISCO, May 20, 2025 /PRNewswire/ -- Zendesk, a pioneer in Agentic AI-powered customer ...

According to a Gartner survey, 62% of customer service channel transitions are considered "high-effort" for consumers, leading to diminished customer satisfaction and loyalty. Unlike traditional ...

customer service, and channel excellence. The company, which had already received best MDM cybersecurity and customer support awards earlier this year, extended its 2025 winning streak with Globee ...

“We have found that most customers prefer communicating via digital channels,” spokesperson ... Customers who call the customer service phone number now are greeted with an automated message ...

She said the airline found that most customers preferred communicating through online channels. Sponsor Message When customers call the airline's now-defunct customer service line, they hear a ...

These tools are already contributing to higher customer satisfaction and improved engagement across all service channels. Verizon's investment in GenAI is also driving operational efficiencies and ...