In the future, driving business excellence will not be enough. Cultivating genuine human connection will be equally essential ...
Automated customer service can often lead to heightened frustration among users, particularly when the technology fails to deliver tangible results. Jeff Fettes, CEO of Laivly, highlights that many ...
When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...
A study led by QUT Business School researchers has found a simple intervention worth less than 50 cents – namely personalised ...
Recent trends indicate a significant shift towards AI in the customer service sector. According to Gartner, it is projected that AI will autonomously resolve 80% of common customer service issues by ...
CX Dive spoke to three experts about the spookiest customer experiences, what they do to customers, and how they can cost ...
Every few months, a new headline declares that AI will replace customer service agents. The latest projections even suggest that by 2029 AI could autonomously resolve 80% of common customer service ...
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Customer Experience Expert Dan Gingiss on Earning and Keeping Customer Loyalty in a Crisis US Flight Reductions Put Airline ...
Liberty General Insurance Ltd. celebrated Customer Experience Week 2025, emphasizing empathy and service in strengthening customer relationships. The event featured industry insights and customer ...
Avia is pleased to announce that it has been named a winner of the Customer Service Team of the Year in the 15th Annual 2025 ...
The future of customer experience isn’t human or AI; it’s human plus AI, working together to create a faster, more ...
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