Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't deliver great service if they can't see the full picture. If your frontline ...

DIfferentiation beyond AI is essential when companies have access to the same platforms. Leveraging employees in the customer ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Reuben Yonatan Customer ...

“A customer who is dissatisfied will tell between 9-15 people about their experience, with over one in 10 telling 20 people about their bad experience.” That wronged customer is likely going to tell ...

Customer experience should be getting better. Companies are increasingly claiming to be customer-centric and appointing Chief Experience Officers to focus on improving CX. They are investing in AI and ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the interoperability challenge by functioning as a universal adapter for AI agents.

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

CXA enhances personalization. Customer experience automation uses real-time data and AI to deliver personalized, relevant experiences across multiple touchpoints. Scalable customer journeys. CXA ...

By Amanda AKUSHIE Customer experience is still widely misunderstood in many organizations. It is often treated as a frontline issue, something to be managed through customer service training, ...

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 ...

Parloa GmBH, a Berlin-based artificial intelligence customer experience automation platform startup, announced today it has ...