Jon Shaw, Commercial Operations Director at Vodafone UK, explores why Artificial intelligence (AI) isn’t about replacing jobs ...

As businesses start to plan for 2025, they need to deliver on both trust and customer experience expectations in a market ...

AI agents are at the forefront of a customer service revolution, reshaping interaction dynamics with enhanced personalization ...

Businesses are turning to AI chatbots to deal with customer service. The new tech saves them money, but it's leaving a lot of ...

Monitoring call times, optimizing agent schedules, timely analytics, not to mention the ability to view the entire customer ...

As businesses strive to remain competitive in an increasingly digital and customer-centric world, one of the most pressing ...

Yet, the Salesforce study highlights the need to build confidence in the AI agent experience, which can be done by providing ...

High-profile vendors are headed towards fully automating the customer service experience. Time to think about what experience management really means.