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 ...

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 ...

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 ...

Suumit Shah never liked his company’s customer service team. His agents gave generic responses to clients’ issues. Faced with difficult problems, they often sounded stumped, he said. But when Shah saw ...

SAN FRANCISCO, June 23 (Reuters) - Decagon, a startup providing customer service solutions powered by artificial intelligence, said on Monday it had raised $131 million in a funding round that valued ...

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 ...