Most retail leaders do not expect their customer service scripts to carry legal consequences. After all, they are meant to be ...

Design your online and offline experiences with the same core values and excellence in mind to build customer loyalty and ...

Ditch the customer service script and see how acting human improves service. “I want to be a robot.” That’s what the job candidate told me during her interview, and she meant it. Her ideal job was one ...

Integrating AI tools into CX programs should be a careful, intentional process that prioritizes meaningful outcomes over cost-cutting shortcuts.

From digital twins to virtual influencers, here’s how brands are testing synthetic media and where the ethical lines are ...

Twenty-seven states and the District of Columbia have filed a lawsuit in bankruptcy court seeking to block the sale of personal genetic data by 23andMe without customer consent.

One of its functionalities, DOCTOR, simulated a Rogerian psychotherapist, reflecting the patients’ words back to them. Although ELIZA had extremely limited capabilities and a completely non-human ...

Greg Hart became CEO of Coursera in February, taking over after the retirement of Jeff Maggioncalda, who had been leading the education technology company since 2017.

Emotional intelligence experts generally agree that there are “right” or “best” answers to these scenarios, based on conflict ...

Ahold Delhaize, one of the world's largest food retail chains, is notifying over 2.2 million individuals that their personal, ...

Customer service always should be a major topic at your sales and service meetings. Metrics and evaluations of customer service performance need to be discussed, and any outstanding examples of ...

Radio World Buyer’s Guide articles are intended to help readers understand why their colleagues chose particular products to ...