A new report also suggests that half of the companies planning drastic cuts and replacing workers with AI will drop their ...

Zapier reports that shadow AI refers to unapproved use of AI tools by employees, posing risks to security and productivity.

At AT&T, we’ve learned that customer obsession is the North Star guiding every decision, every innovation, every interaction.

Zapier reports on Agentic AI, a system of interconnected AI agents collaborating to autonomously achieve complex goals with ...

The CX discipline is growing up — shifting from adolescence to college years, where clarity, accountability and measurable ...

Leading organizations are shifting toward holistic, adaptive AI that automates the entire customer journey. This integrated ...

Riders trying to call a customer service representative may not be able to connect directly because of ongoing technical ...

AI copilots, governance frameworks, and human oversight can close the readiness gap and deliver trust at scale.

Sam Altman predicts AI will disrupt the job market, starting with customer service positions, accelerating a historical rate ...

Tesla’s customer service reputation is mixed, with a large proportion of Tesla owners reporting being dissatisfied.

Our sound system was on the fritz. Had been for some time. And after being tempted by a non-stop barrage of Prime Day advertising, I was primed to see what kind of a deal I could scoop up on a new ...

DEAR ERIC: I often need help with tech support. When I call I sometimes get a representative with a strong accent that I can’t understand. What is a polite way to address this? I sometimes just thank ...