Customer Experience

Top stories in customer service, customer contact technology, and AI for call centers in December 2024.

E-commerce has led to diminished levels of in-person shopping, hollowing Black Friday of its significance.

An overview of the leading companies and titles that attended our October Seminar Series.

Hotels have their CX moment, fast food gets an AI makeover, and auto workers go on strike.

In 'Contact Center of 2030,' we dive into forward-thinking topics for today's contact center leaders.

Customer Contact Week, the world's largest customer contact event series, returns this fall to Nashville, TN (October 11-13, 2023)!

Brimming with cutting-edge content from an unmatched collection of top executives and business leaders in the customer contact & CX profession, Customer Contact Week celebrates its 25th anniversary in...

Discover the potential of artificial intelligence, machine learning, and other emerging technologies in transforming customer contact experiences. Learn how to implement artificial intelligence, harne...

Airbnb’s shares in the stock market fell in value as much as 6% on Thursday after The Bear Cave, a newsletter publication that describes itself as dedicated to “exposing corporate misconduct,” release...

Pay disparity in customer service is a social and economic issue that needs to be at the forefront of everyone's minds—not just women's.

Some Twitter users now have to pay for SMS two-factor authentication, and it's prompting concerns on whether or not the cyber security tactic is worth the money—or worth leaving the platform all toget...

To deliver better experiences and interactions that feel personalized and meaningful for customers, brands rely on data. But, when it feels like boundaries are crossed, however, high levels of persona...