I was in the middle of one of those customer service “chats” yesterday when I violated one of my deeply held personal rules. I am moving to a new place, and I had a very simple question: Does my ...

During the big Chile power outage, almost all homes and businesses went dark. Earlier this week, I found myself with a front-row seat to an unexpected natural experiment in business continuity. As I ...

REDWOOD CITY, Calif.--(BUSINESS WIRE)--Cyara, provider of the award-winning Automated CX Assurance Platform, today announced the release of its CX Test Automation Maturity Model-- an innovative, ...

Do you remember a time when, as a student, you thought you absolutely nailed the test, but then you failed it? This may have been the case for many companies that lost clients in 2021. In fact, about ...

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 ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

Reuters reported ChatGPT is the fastest-growing consumer application of all-time. My Gen Z son Matthew could care less. "I don’t mess around with fake intelligence. I am my own intelligence," he told ...

US Flight Reductions Put Airline Customer Experience to the Test – Dan Gingiss on Earning and Keeping Customer Loyalty in a Crisis CHICAGO, IL, Nov. 07, 2025 (GLOBE NEWSWIRE) -- The Experience Maker, ...