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

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

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 ...

The company confirmed a strategic review of its Customer Engagement Centers, with changes being made to “better reflect how our guests interact with us across channels,” per a Marriott spokesperson.

Apps like Dick’s Sporting Goods’ GameChanger build customer relationships and generate useful insights beyond what ...

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

Regal Rewards+, positioned as a flexible middle point between the free Regal Rewards program and the more expensive Regal Unlimited subscription, offers perks like discounts for friends.

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 ...