I’m an fan, but also a realist. Customers really don’t want more technology. What they really want is a better experience. So ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

You’re gonna love me for this. Say you’re calling customer service because you need help. Maybe your bill is wrong, your service is down or you want a refund. Instead of a person, a cheerful AI voice ...

As customer expectations rise and digital interactions multiply, organizations are racing to integrate AI into their customer experience (CX) strategies. Yet, despite growing tech budgets, many CX ...

I would rather talk to a person than an automated customer service call. I strongly dislike the menu option recording that says, “press 1 if …, press 2 if …, press 3 if … “ Almost 4 out of 5 customers ...

As AI chatbots frustrate travelers during disruptions, some travel companies are considering charging extra to reach a human.

A frustrated customer on hold, an agent juggling dozens of cases, a conversation that could go wrong in seconds. AI is stepping in to turn those tense moments into seamless, personalized interactions ...

For more than a decade, artificial intelligence (AI) has been steadily evolving and expanding to reshape how we live and work. From speech recognition and language processing to self-driving cars, ...

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 ...

Customer-facing and internal workflows will come together on a shared, AI-first foundation that supports speed, flexibility, ...

While artificial intelligence is reshaping how Chinese consumers shop, its immediate financial impact is happening in ...