A study analyzing 500,000 customer service interactions shows chatbots struggle with complex issues while human agents excel ...

Recently, Verizon CEO Sowmyanarayan Sampath sent an email to customers. At first, it seems like the kind of generic corporate communication that big companies send from time to time. You know, the ...

A Microsoft executive offers insights on how leaders can make sure their organizations thrive in an ever changing world.

The agency, which provides benefits to roughly 70 million people, said late Monday it reduced the average speed of answering a call on its 800-number to 13 minutes, a 35% reduction compared to this ...

Feedback is the breakfast of champions” by Ken Blanchard; The best feedback is what we don’t want to hear by George Raveling; and “Life is feedback. by Lewis J., show the important of feedback.A ...

Capital One's head of AI foundations explained at VB Transform on how the bank patterned its AI agents after itself.

Private equity comes to your 401 (k)? BlackRock (BLK) announced this week that it’s launching a target-date fund that will ...

Hyatt cut 30% of US customer service staff, affecting ~300 roles amid industry shift to AI automation for cost savings.