Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

The integration of AI in customer service isn’t about choosing between technology and humanity—it’s about using machine intelligence to strengthen human relationships. The Fast Company Executive Board ...

Recently, financial services and telecommunication providers have experienced significant challenges. They encountered digitally savvy competitors, increased expectations for online customer service ...

Think of the humans you encounter throughout your day: The fellow gym-goer who offers an encouraging nod, the barista who knows your double-espresso-with-a-splash-of-coconut-milk order by heart, the ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

In the dynamic customer service landscape, the stakes are higher than ever. In fact, 80% of organizations expect to compete mainly based on CX. Customers today have lofty expectations for how they ...

It’s not about making machines smarter; it’s about making human interactions more meaningful,” said Shankar Raj, an ...

Interactions 2025 unveils CX AI innovations as well as showcases how businesses are leveraging CXone Mpower to generate instant ROI on AI investment With an action-packed agenda featuring main stage ...

From cost savings to faster resolution times, winners demonstrate how CXone Mpower is redefining what’s possible in customer experience Excellent Interaction Orchestration – Recognizing mastery in ...

For decades, customer service was treated as a cost to be minimized — a department that existed to fix problems rather than fuel progress. But in today’s connected economy, every customer interaction ...

Adam Wilkinson is head of technology at Experience Assist. He has extensive experience working with high-profile brands such as Xerox and National Rail, helping them discover how to improve services ...