Chatbots provide a convenient first line of customer service, but there are times when users need more personalized assistance. While escalating complex issues to a higher tier can improve ...

NEW YORK--(BUSINESS WIRE)--Kustomer, the innovative AI-powered customer service platform known for personalizing every interaction through connected, efficient and proactive customer service, today ...

What businesses have the top customer service according to consumers? USA TODAY, in collaboration with Plant-A Insights Group, presents America's Customer Service Champions 2024. It recognizes ...

Each year, Norfolk Southern (NS) conducts a comprehensive customer survey to gauge service performance and identify opportunities for improvement. In 2025, we achieved a world-class response rate of ...

Digital channels give organizations an opportunity to personalize the journey of their customers using the insights gained from this mutual data exchange. Customer service and support (CSS) leaders ...

AI agents can reduce service costs by more than 20%. Service leaders are investing in tech and data integration. Only 46% of service reps' time is spent engaging customers. The 2025 State of Service ...

CMSWire TV celebrated its inaugural year in 2024. We saw the launch of over two dozen shows across three series: CMO Circle, The Digital Experience and Beyond the Call. These series have provided ...

In a rapidly evolving business environment, understanding CX trends and overcoming associated challenges has become crucial for organizations. To gain insights, a comprehensive Customer Experience ...

With economic uncertainty in the headlines, consumer confidence is crossing stormy waters—changing expectations, thus driving consumer trends, and making it critical for businesses to stay on top of ...