The customer is always right. It's the first rule of customer service, one that often means "I'm sorry" is the de facto response if mistakes are made. But a new study published in the Journal of ...

Financial services firms are using tools to help customers absorb information at their own pace, the Financial Conduct Authority said.

There’s also the risk that bad data can lead to bad outcomes. AI agents are only as good as the data they can access. If the ...

Police agencies around the country are warning of a new text messaging scam that attempts to get people to pay false toll violations. The Pennsylvania State Court system recently sent a warning after ...

Inbound phone support is an undervalued customer service tool. Here is how to turn phone support into a source of customer ...

Quiq reports AI automation enhances efficiency by adapting to customer interactions, offering personalized service while reducing costs and errors.

Nine in ten retailers planning to boost spending on artificial intelligence to optimise e-commerce operations, as new research identifies different AI shopper personas and The Delivery Conference ...

More than a feel-good bonus, customer delight is a measurable advantage that fuels differentiation, retention, and sustainable growth. Companies that prioritize delight move beyond standard service ...

How aligning natural strengths with evolving responsibilities improves shop performance and reduces leadership frustration.

Why do we tip—even when we know we’ll never see the server again? New research suggests it’s not just about rewarding good ...

We examine how AI is changing the future of work — and how, in many ways, that future is already here. It's no secret that ...

The majority of agentic AI systems disclose nothing about what safety testing, and many systems have no documented way to shut down a rogue bot, a study by MIT found.