Balance is key. Automation saves time and cuts costs, but human interaction is essential for complex moments like onboarding or troubleshooting. Personal touch matters. High-value customers benefit ...

In the high-stress arena of air travel, where delayed or canceled flights can leave passengers marooned in terminals and tethered to lengthy customer service calls, American Airlines' strategy to cut ...

Automation, like any other technology, can either augment human capabilities and foster stronger business relationships or degrade them. Take email, for example. After decades of use, most recognize ...

From manufacturing and logistics to finance and customer service, automation is redefining how work gets done.

TORONTO--(BUSINESS WIRE)--Today Ada, the AI-native customer service automation company, announced a series of AI management and coaching capabilities that upskill its AI Agent and set businesses on ...

Businesses considering integrating artificial intelligence into their customer service workflows might be interested in a new video created by IBM. During which Manish Goyal, a Senior Partner at IBM ...

The customer experience is one of the most important focus areas for businesses. According to PwC, among all customers, 73% point to experience as an important factor in their purchasing decisions, ...

We're all living in a world of rapid change. The way we work has been fundamentally altered by the COVID-19 pandemic, and many businesses have had to adapt to hybrid and remote work models. In my ...

When used well, lifecycle automation can help companies collect leads, convert clients and create fans. Here’s a look at what it is, how it works and how to get started. Your business needs more ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...