When a product or service doesn’t work as promised, some people get angry. Really angry. Cloud contact center provider Five9 released a report and infographic today looking at “customer rage” and what ...

Are you looking for a competitive advantage to keep your customers coming back? I have the answer. The 2023 Achieving Customer Amazement (ACA) study, sponsored by Five9, uncovers the current state of ...

Quiq reports 12 best practices for call centers to enhance customer service, emphasizing empathy, efficiency, agent training, ...

SAN FRANCISCO & DÜSSELDORF, Germany--(BUSINESS WIRE)--Cognigy, a global leader in AI-powered customer service solutions, today announced it has been named a Leader in The Forrester Wave™: ...

NEW YORK--(BUSINESS WIRE)--Sprinklr (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced its recognition as a Strong Performer in The ...

Despite consumers having an increased comfort level with AI, there is a missed opportunity when businesses deploy increase automation without thinking holistically about both cost-cutting and the ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you want an idea of how far customer service has fallen — and how ...