More than two-thirds of organizations are underutilizing CX insights to guide their automation efforts, according to a CallMiner survey of 700 senior contact center and CX decision-makers released on ...

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

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

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

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.

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

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

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

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.

More than 2 in 5 of consumers say they have stopped doing business with a brand when its personalized marketing felt too ...

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

Through a new collaboration, members of both the World of Hyatt and Delta SkyMiles loyalty programs will be able to earn ...