While a lot of the conversation around AI in customer service focuses on chatbots, T-Mobile’s effort to capture unstructured data could help the company build better experiences that go beyond ...

Jojo led United’s recent slate of customer experience initiatives, which include a mobile-first strategy, making it easier for families to sit together and expanding overhead bins so more customers ...

An employee of customer service company TTEC Services Corporation filed a class-action lawsuit Tuesday in Colorado District Court alleging the company requires remote workers to purchase their own ...

There's a generational shift among consumers as they bring AI into their purchasing process, according to a Mastercard report ...

The loyalty program space is crowded and largely similar. Features like points and tiers have become table stakes, and consumers are more interested in the idea of rewards than they are to actually ...

As touchpoints like call centers, self-service tools and repair networks become more important to overall satisfaction, some manufacturers are struggling to keep pace.

Brands have a wealth of customer sentiment and behavior data available to them but often can’t close the circuit between ...

AI assistance is only as good as the data it’s grounded on; decisions based on any single data point or disjointed systems ...

Full-scale redesigns are increasingly out of step with how leading brands manage digital experiences, experts say.

The subscription retailer introduced tools that let customers view entire outfits and enable virtual try-ons, but its ...

The mortgage lender is using voice AI agents so that their loan officers can spend more time on the phone with borrowers.