Customer expectations have never been higher—and the bar’s raised every day. Pandemic-driven digital-first experiences mean consumers, especially Gen-Z and those younger, now expect companies they buy ...

By J. N. Halm In the world of customer service, feedback is the breakfast of champions. Managers across industries regularly provide feedback to their employees, hoping to shape behaviour, improve ...

Rent the Runway has restructured its customer service team with an emphasis on proactively helping customers rather than reacting after a problem is reported, CEO Jennifer Hyman said on a Q4 2024 ...

Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing personalized service, and dedicated moments. All of this is becoming possible ...

The AI-first contact center revolutionizes customer service by embedding AI and shifting from reactive to proactive service while supporting human agents. If doing the same thing led to a different ...

Big Bus Tours is using Freshworks technology to handle a growing volume of customer service requests. Ollie Wildeman, VP Customer at Big Bus Tours, explained to diginomica at Refresh 2024 in London ...

I am the CEO of NovelVox, an AI-enabled contact center solution provider. I help organizations deliver impeccable customer experience. The idea of being loyal to a brand seems counterintuitive. After ...

New technology is helping Spectrum prevent problems before they arise. Spectrum is using telemetry to find potential problems with your cable or internet, before a homeowner even notices. This allows ...

BMW has announced a new AI-driven offering in customer service called BMW Proactive Care, and it comes with a range of tools that are designed to let the car identify existing and predictable service ...