IRVING, Texas--(BUSINESS WIRE)--As companies increasingly turn to AI-powered customer service to reduce costs and increase efficiency, they risk alienating a large portion of their customer base if ...

A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.

As a consumer, can you recall a recent bad customer-service experience? Most of us can. In fact, we can rattle off several without a moment’s hesitation. Related: 4 Steps to Ensuring Customer ...

Failures like over-automation, inconsistent service, lack of personalization and poor communication erode trust and loyalty. Poor problem resolution, ignoring feedback and failing to adapt to customer ...

The most recent Forrester Customer Experience Index is creating a lot of buzz in customer experience (CX) circles — but for all the wrong reasons. Despite companies’ increased investment in CX ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...