Zendesk’s AI-first approach aims to resolve 80% of customer issues automatically, while changing pricing, voice support, and internal operations.

CX is in danger of becoming corporate theater. Here's what went wrong—and what CX leaders must do to get it back on track.

Are dead zones a thing of the past? T-Mobile and Starlink's new satellite cell service thinks so. Here’s what you need to ...

Carlson Siding & Construction, a family-owned exterior remodeling company, today announced significant enhancements to its ...

The best customer service reps are empathetic, adaptable, and clear communicators—qualities every leader needs in uncertain ...

Here are Salesforce's three best practice recommendations for every organization integrating AI into their service approach.

My new series, The AI Advantage in Telco, explores how AI is becoming the strategic brain behind telecom’s most critical ...

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 ...

Customer experience, on the other hand, goes beyond the scope of customer service and includes brand interactions at any stage of a customer’s journey, starting from the first time you hear about a ...

The customer-experience-software company NICE is investing in AI to reduce workload and increase customer satisfaction.

A lack of attention to great customer service can ruin your overall customer experience.

Reimagining the Customer Service Experience With Gen AI Deep Customer Engagement AI by BCG X brings transformative relief to customer service headaches—for customers and businesses alike.