By 2027, 50% of organisations that expected to significantly reduce their customer service workforce will abandon these plans, according to Gartner. This shift comes as many companies struggle to ...

This shift is already underway. Traditional customer service challenges stem primarily from businesses’ inability to understand what customers really want and need. Current systems rely on ...

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

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.

Contact centre specialist Whistl looks at smart solutions that help you provide a best-in-class customer experience in challenging times “Challenging” is a word most businesses will relate to in 2023 ...

Often, discussions around AI in this space focus on overcoming customer service challenges. However, instead of using AI to keep customers at arm’s length, businesses should leverage it to forge ...

Patagonia has been accused of letting a vendor's AI model listen to and analyze customer service conversations without consent. These cases have parallels in banking, where many institutions use ...

These challenges can include but are not limited to legacy IT systems ... What’s next in CX for national security The future of building enhanced customer service and national security is likely to be ...

State laws regulating how payment apps protect stored funds vary, creating a confusing patchwork that exacerbates customer service challenges. And millions of Americans operate in the dark about ...

The main challenge now is for businesses to improve the service customers receive. Consumer Duty focuses on four key outcomes: bolstering customer service support, including aftersales and ...