AI might be great right now, but the complexity of transactions and the desire for more personalized attention by customers will demand human agents.

AI is revolutionizing customer service in 2025, offering speed, personalization and efficiency. But to avoid frustrating users, businesses must ensure the following things. AI has become essential in ...

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 ...

Over the past few years, we have driven remarkable progress accelerating AI innovation together with our customers and ...

Artificial intelligence (AI) is transforming customer service from a reactive, labor-intensive function into a proactive, data-driven advantage. With the rise of —ranging from intelligent chatbots to ...

More than 40,000 workers in Kansas City work in the 10 largest occupations most susceptible to AI automation — especially customer service and white-collar jobs.

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. More than 4 in 5 consumers say they are more likely to stay loyal to ...

Financial institutions are leveraging AI to enhance security, deliver personalized experiences at scale, and streamline operations; however, success requires a strategic implementation that maintains ...

Williams-Sonoma is seen saving tens of millions as AI agents replace human interventions with customer service ...

The answer isn't a “human-in-the-loop” approach in the old sense of manual checkpoints. Instead, the opportunity is ...

Companies in Europe are redefining customer experience operations with automated, cloud-enabled platforms that unify service ...

Australian consumers expect digital services that are fast, clear, and safe. Close to half value quick resolution (49 per ...