AI in customer service is revolutionizing customer interactions, making them faster, smarter, and more personalized. But as AI takes center stage, important questions around bias, transparency, data privacy,…
The global market for generative AI especially AI chatbots in telecom was worth $302.34 million in 2024 and grew to $428.08 million in 2025. By 2034, the market…
InsideRetail recently surveyed the customer experience performance of hundreds of online retailers in its database. Midas won the top prize with a score of 80.95, and there were…
Customer support has undergone a profound transformation in recent years, catalyzed by the upheaval of COVID-19. What was once a traditional, human-centered process has rapidly evolved into a…
2024 marked a return to form for the travel and hospitality industry, with the pandemic blues finally easing away. The sector showed 4% y-o-y growth by June 2024,…
Imagine getting nearly 1,500 angry calls with customer complaints per day! It would be a nightmare. Yet, years ago, in 1985, this nightmarish situation came to life for…
Customer service ROI is a contentious issue in the corporate world. Globally, most companies relegate the customer service function to a cost center role. However, if you think…
In a recent MIT Technology Review article, Will Fritcher, the Deputy Chief Client Officer at Teleperformance, discussed the burgeoning AI trend. He said, “Enterprises are trying to rush…
In 2021, 80% of customers reported having had a bad customer service experience. This is happening at a time when 93% of customer service leaders agree that customer…
In a recent article, Shep Hyken, an internationally renowned Customer service and CX expert, wrote, “Customers don’t want to wait. Specifically, they don’t want you to waste their…