Without clear KPIs, AI adoption stalls, costs are hard to justify and projects fail to scale. Tracking AI’s impact against ...

In today’s fast-paced, AI-powered world, accurate identity resolution is no longer a back-office fix; it’s a front-line ...

A reader turned to our Money team for help after being frustrated by the poor customer service she received. Were we able to ...

He had a female coworker who had more experience than he did, but when a customer called, they requested to speak to a man.

Logistics professionals must go beyond just managing freight; they must learn each customer’s business inside and out.

He’s the Auckland-based Hire A Hubby franchisee who’s taken the handyman game and given it a proper glow-up. From a one-man ...

Lean-AI integrates AI’s predictive and adaptive power with the discipline of Lean methodologies—removing waste, increasing ...

CEM, which stands for customer engagement management, is a phrase that is used to describe the methodical process that ...

Transform CX with predictive technology—anticipate needs, pre-solve problems, and lead with certainty before issues arise.

A new depolymerization breakthrough now makes it possible to reverse-engineer plastic by chemically unzipping its molecular ...

Customer satisfaction is up at banks and credit union members are even more satisfied, according to two newly released J.D.

Generative AI is transforming customer service — but are companies ready? In this episode of Today in Tech, Keith Shaw talks ...