Remote work is no longer a niche perk, and a detailed study on hybrid work found that some employees will trade up to 25% of ...

L.A. Metro deploys over 300 transit ambassadors on the system to enhance safety and customer service. Across America, transit agencies are launching customer experience (CX) programs to improve ...

Tallahassee is using AI in various city departments to improve efficiency and services. Key AI implementations include customer service chatbots, data compilation software, and AI-assisted policing ...

“You can’t really slap an AI tag on [the] terrible experience that customers are having right now, take out the human element by adding a bot—because that’s going to further infuriate the customer—and ...

Debate and discussion around data management, analytics, BI and information governance. This is a guest blogpost by Richard Bassett, VP of CX Automation & AI, NiCE. In customer service, the most ...

In a competitive landscape where customers have plenty of choice, customer engagement strategies are vital for encouraging them to choose you—and to stay loyal. With high volumes of interactions and ...

One year ago, Microsoft launched its Contact Centre as a Service (CCaaS) solution, powered by AI. In just 12 months, it has already helped reshape how organisations connect with their customers, ...

The importance of good customer service can’t be overstated. Ninety-four percent of customers say that a positive experience made them more likely to purchase again, while 82 percent would recommend a ...

Verizon has announced its most significant customer experience transformation, designed to empower customers with easier, more personalized support. This evolution, a key component of Verizon's ...

Telecommunications giant Verizon is announcing a new suite of customer service experiences for consumers of its phone and internet offerings. Among other enhancements, Verizon customers now have ...