One olive won't hurt. But Panera's "death by a thousand cuts" shows how incremental cost-cutting can devastate customer ...

Delta Air Lines (NYSE: DAL) and United Airlines (Nasdaq: UAL) both reported Q3 2025 earnings that reveal how legacy carriers ...

Collision repair’s future “will be decided by who connects the deepest,” he wrote in one post. “Efficiency and AI are powerful … but human connection, elevated soft skills — listening with empathy, ...

As one of the world's largest retailers, Amazon typically has customer support available 24/7.Getty Amazon is one of the world's largest retailers, which means it has perfected the process of quickly ...

Early in his 15-year tenure as DBS chief executive, Piyush Gupta put customer experience at the heart of his transformation of the bank, empowering even junior staff to take decisions to improve that ...

In hindsight I’ll say: I always thought going crazy would be more exciting—roaming the street in a bathrobe, shouting at fruit. Instead I spent a weary season of my life saying representative.

Telecommunications giant Verizon is announcing a new suite of customer service experiences for consumers of its phone and internet offerings. Among other enhancements, Verizon customers now have ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

The popular grocer is holding firm on a long-standing policy. When you think of grocery shopping, you probably don’t get too excited. Buying groceries is sort of like picking up dry cleaning. You have ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Three AI service agents for Dynamics 365 Customer Service and Contact Center are now available in public preview: Case Management, Customer Intent, and Customer Knowledge Management agents.