The poll of 163 customer service and support leaders found that almost all (95 percent) planned to retain human agents ...

Integrating AI tools into CX programs should be a careful, intentional process that prioritizes meaningful outcomes over cost ...

Dublin AI startup Solidroad raises $6.5M from First Round Capital to transform customer service training with AI that coaches human agents and improves satisfaction scores.

In this edition of “Ask the Board," we feature accomplished entrepreneur Vanessa Yakobson, CEO of Blo Blow Dry Bar and ...

Freshworks has revealed Freddy AI Agent Studio and the next generation of its Freddy Agentic AI Platform, offerings expected to help businesses improve their customer service efforts with AI. The ...

In just a few short years, artificial intelligence (AI) has transitioned from a futuristic concept to an operational reality in retail. As consumers increasingly embrace AI-powered tools — from ...

One team. One mission. One customer segment. Aflac’s hotline for newly diagnosed cancer patients proves that going deeper is ...

Language barriers remain one of the most overlooked sources of lost productivity, customer churn and compliance risk, but ...

Maryland Gov. Wes Moore said his state is launching the Customer Relief Fund to help consumer with utility bills in the midst ...

Customer service and support software firm Freshworks Inc. today debuted an expanded version of its Freddy Agentic AI ...

Maybe. According to customer service executives, the biggest customer service challenge they face is slow response times. In that link, Sprinklr shares an example of one company that reduced its ...

Customer behaviors around the world are changing. Fast. For businesses, the risk in not keeping up is all too real. The companies that really "get" their customers, like Apple and Amazon, are setting ...