When efficiency outweighs empathy, customer experience suffers, writes Nic Laschinger, technology director of Euphoria ...

A real phone call shows AI trying to act like a human but failing, making it clear that businesses should reconsider replacing people with artificial intelligence. PORTLAND, Ore., March 4, 2026 ...

STAMFORD, Conn.--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in ...

Jen Spencer is CEO of SmartBug Media—a full-service digital agency helping businesses get the most out of their full customer life cycle. Few companies would admit to not focusing on their customers.

Consumers in Singapore are some of the most optimistic about the positive impact of AI on society, with 68% believing it will bring benefits. Yet fewer than half, just 40 per cent, trust companies to ...

Do you remember a time when, as a student, you thought you absolutely nailed the test, but then you failed it? This may have been the case for many companies that lost clients in 2021. In fact, about ...

I recently experienced two epic customer service fails. Like many things in life, we can all learn a lot when things go awry—that is, if we pay attention. Epic Fail #1: After a three-hour drive to a ...