Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

Concept image for illustration of Key Customer Assessment Indicator or KPI. The CEO took the stage as the first PowerPoint slide appeared on the giant screen. "I am happy to announce we just received ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

With customers’ needs changing, so does their relationship with brands and the customer journey. Here’s how organizations can keep people loyal. The customer journey doesn’t end once a brand has ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Customer service is at the core of customer experience, and has arguably seen more change and elevated importance over the past years than any other business function, this according to the 2022 State ...