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 ...
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 ...
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 ...
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 ...
SAN FRANCISCO--(BUSINESS WIRE)--Forethought, the leading generative AI for customer support, has been recognized in Gartner's 2023 Cool Vendor in Customer Service and Support Technology report. This ...
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 ...
Businesses hope the artificial-intelligence technology behind ChatGPT can turn ordinary chatbots into impressive fonts of information, potentially transforming customer service. But many executives ...
In early 2020, when the coronavirus was still a distant concern, my wife and I booked an AirAsia flight to Bali. Big mistake. At the start of lockdown, we scrambled to secure a refund. We called the ...
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, ...
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