AI-driven voice technology allows companies to improve customer and employee experience alike. But is it something customers want? Voice-recognition applications are nothing new, but artificial ...

Every extra click, repeated detail or delay in routing isn’t just friction—it’s a signal that a business hasn’t designed its ...

The modern CX space is full of challenges and opportunities. Leveraging CX tech is critical to meet evolving expectations and create a customer-centric culture Many customers dread needing to contact ...

If you've ever wanted to complain to customer service — about customer service — you're not alone. According to the National Customer Rage Survey released last month, 74% of Americans reported having ...

Elastic Partner Awards recognize partners around the world for driving innovation, adoption, and impact with Elastic’s Search ...

Businesses hope the artificial-intelligence technology behind ChatGPT can turn ordinary chatbots into impressive fonts of information, potentially transforming customer service. But many executives ...

Some companies have succeeded for decades by being traditionalists when it comes to customer service (which is my consulting wheelhouse) . These are companies that have thrived over the years by ...

For simple tasks, 70-year-old Diane Elliott can usually figure out how to navigate the Social Security Administration’s website. Online portals are not an option for her 83-year-old sister, however, ...