Not all forms of customer loyalty are created equal. Long-standing Gartner research indicates a clear difference between decreasing the probability of customer defection on the one hand, versus ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. As AI becomes more sophisticated, how will we maintain the ...

The Fast Company Impact Council is an invitation-only membership community of top leaders and experts who pay dues for access to peer learning, thought leadership, and more. BY Lior Arussy While at ...

2023 will be remembered for a lot of things, but for many, it will be the year when budget reductions, cost-cutting and layoffs were front of mind. In the tech sector alone, more than 240,000 jobs ...

Over the past few months, I have enjoyed working with one of the world’s largest financial services companies to help create its multi-year customer service automation/AI road map. We have examined ...

Retailers today are experiencing a massive transformation in how customers are shopping. In fact, North American e-Commerce sales have seen an impressive increase of 146% growth in all online retail ...

Blink AI’s Dave Perry explains how dealerships can use AI in fixed ops to drive ROI, improve customer experience, and boost service efficiency.

At the heart of this change is the evolving role of customer service. Gone are the days when customer interactions were limited to simple transactions. The self-storage industry in the UK, once seen ...

CDI goes beyond collecting data, focusing on accuracy, governance and real-time access that modern CX depends on.

In my native Dutch language, we have an expression "operatie geslaagd, patiënt overladen," which translates to "surgery successful, patient deceased." Just because a procedure or process was performed ...

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