The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

Ask executives from any company that has achieved consistent improvements in customer service and they will tell you that they could not have done it without putting in place a comprehensive and ...

When it comes to benchmarking customer service teams, operational traits can prove to be a more accurate and relevant point of comparison than common industry classifications. That was the finding of ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...

Providing customers with the option to self-service can be a winning strategy for both companies and customers alike. In the case of the company, self-service is typically the least expensive ...