As the adoption of AI to provide customer service accelerates, managers would be well advised to remember that the human ...

Listening is often mistaken for action. Decks, dashboards, and “closed-loop” emails can look like progress, but listening only matters when it changes decisions that ...

2025 brought a new level of intensity to customer experience (CX) and consumer behaviour. In 2025, AI went mainstream, but customers stayed stubbornly human.They didn’t reward brands for deploying ...

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You’re gonna love me for this. Say you’re calling customer service because you need help. Maybe your bill is wrong, your service is down or you want a refund. Instead of a person, a cheerful AI voice ...

According to recent research from PwC, 32% of consumers "would stop doing business with a brand they loved after one bad experience." But brands generally lose more than just revenue through bad ...

Chewy, Navy Federal Credit Union and Aldi lead a group of 750 companies recognized for delivering the best customer service in America, according to a study by USA TODAY and its research partner Plant ...

Of U.S. workers, 80% are employed in the service industry, spanning many sectors. The service industry includes logistics, healthcare, and tech, affecting diverse investments. Investors can hedge ...

Fluent v2.0 is Microsoft’s next-generation design language, and it’s now fully implemented across all Dynamics 365 Customer Service components. This milestone marks the completion of a comprehensive ...

More New York state residents will be able to apply for civil service careers working for the state. Gov. Kathy Hochul announced Tuesday that the state Department of Civil Service updated ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...