Brand reputation is shaped not just by what a company says about itself, but by how it listens and responds to what customers ...

Does the AI solution provide your customers with a more personalized experience, or does it just infuriate them further?

Hillside Metal, known for its strong presence in Western New York and Eastern Pennsylvania, has announced exciting updates to ...

Starbucks’ ultimate goal, its CEO says, is to return a community coffeehouse vibe to the world’s largest coffee shop chain.

In Tallahassee, AI is used most notably in the city's utility customer service department and the Tallahassee Police Department.

Why Customer Service Representatives Might Be Deliberately Making Your Experience Worse Former reps reveal what they say happened at the other end of the phone.

That’s what sets customer data management apart: the ability to eliminate silos and deliver a clear, 360-degree view of each ...

Google Cloud AI contact center innovator UJET acquired by Onix to boost CCaaS, customer experience, and appoints Google ...

Several banks offer 24/7 customer service by phone or live chat. Other banks may have limited hours during the workweek or weekend. If you find it challenging to do banking tasks during business ...

The same can be said for customer service -- the delivery often determines the reaction. I've written quite a bit in the past about what not to do when speaking to customers.