Integrating AI tools into CX programs should be a careful, intentional process that prioritizes meaningful outcomes over cost ...

I asked an AI chatbot based on Klarna's CEO to share its views on artificial intelligence.

In the search for creative strategies, nursing home leaders can’t look just to their own peers. Inspiration is everywhere.

You may be familiar with the phrase “the customer is king.” It’s a concept that has long been at the centre of strategy in ...

Exceptional customer service doesn’t happen by accident — it’s the result of intentional decisions that prioritize listening, empathy and responsiveness at every level of a business. When done right, ...

Agentic AI will handle most customer service interactions with tech vendors in the next three years, according to Cisco ...

What makes great customer service? I believe it's empathy, reassurance and confidence, so is AI with a human touch the answer ...

Nagarajan is a tech leader with 15+ years’ experience in full-stack development, AI, and network visualization. He has driven ...

Consumers often turn to online reviews to decide where to shop, eat or book services, but a new Tulane University study finds ...

The MENA region is undergoing a historic transformation. You can feel the energy, there’s momentum in the air. With governments pushing bold visions like Saudi Vision 2030, UAE Vision 2031, and ...

Empathy is integral to the customer experience ... the work that advisors and service staff do to build trust is too often eroded by manual missteps in client-carrier workflows.

A generative artificial intelligence, or genAI, chatbot instructs 30 Florida Blue customer service representatives on how to behave like human beings when interacting with other human beings.