AI-driven support systems can operate continuously, assisting customers beyond standard business hours and catering to global ...

Decades from now, when historians look back upon the first five years of the 2020s, two critical developments will stand out ...

In today’s fast-moving digital landscape, customers expect more than simple transactions—they want meaningful conversations that are quick, engaging and tailored to their needs. As leaders, we face a ...

Learn how to navigate customer service interactions with ease, using proven techniques that foster positive outcomes and build strong relationships.

In a Reddit post, an Amazon delivery driver shared a recent story about dealing with a not-so-friendly customer. The ...

Ernst Lubitsch’s The Shop Around the Corner was released in 1940, starring Margaret Sullavan and Jimmy Stewart.

Emotional intelligence has long been recognized as a fundamental aspect of effective customer service. Human agents rely on empathy and tone modulation to build trust, manage frustration, and enhance ...

An AI agent is a software program that uses artificial intelligence (AI) to interact with its environment and perform tasks.

While AI’s contributions to this success are undeniable, it’s not a standalone solution. The future of retail customer ...

CX has outgrown its traditional role as a support function. It’s now a strategic lever for achieving business outcomes, from ...

InMoment ®, the leading provider of integrated Experience Improvement (XI)™ solutions, today announced it was named to the Constellation ShortList™ for Conversational Intelligence for Customer Service ...

Customer expectations in today’s rapidly evolving e-commerce scene have reached new heights. Customers want unique experiences that correspond to their personal preferences and needs; which means they ...