Companies are increasingly routing customers to chatbots. New research looks into whether customers prefer human or chatbots ...

AI is changing the rules of customer engagement-see how in IDC's latest spotlight reportCustomer service is shifting from managing interactions to resolving outcomes-proactively, intelligently, and at ...

For women married before 1986 who changed their last names, the REAL ID process has become downright ridiculous.

AB InBev has brought its Master of Beer Customer Service (MBCS) training to over 50 cruise ships, offering a fun and ...

Dialog Enterprise, the corporate ICT solutions arm of Dialog Axiata, continues to drive innovation in Sri Lanka’s business ...

In Home Flooring has rolled out a series of new service upgrades to make the customer experience better. By offering prompt ...

While consumer brands have long mastered the art of tailoring experiences, B2B players are now facing rising expectations from their customers and partners for the same level of customization. As ...

Generative AI is redefining what’s possible in customer service. Offering more than incremental improvements, it unlocks a ...

A brand sound is the sonic expression of a business’s identity, and it should align with the visual, emotional, experiential, ...

Customers notice the cracks between your teams. The solution: align internally to reduce friction, earn trust and grow ...

All leaders must commit to innovation and to personalizing every interaction without losing the strength of their brand.

America’s Best Customer Service 2025 highlights companies that excel in delivering the best customer experience using a variety of measures, including public data and a large-scale confidential ...