One part of the business that's often helpful to automate is your customer service, especially for simple, general questions ...

I often leave these calls feeling frustrated and more confused than before. Using AI chatbots doesn’t seem to work either.

Consumers want results—not sympathy. by Matthew Dixon, Lara Ponomareff, Scott Turner and Rick DeLisi Think about the last time you flew. When you checked in, did you use a self-service option—like the ...

Another Amazon sale is upon us. ICYMI: the annual Prime Day event returns in a new time slot for 2026, running from June 23 ...

ServiceNow has warned about a security incident in which unknown threat actors exploited a flaw to obtain deeper unauthorized access to susceptible instances. "On June 5, 2026, ServiceNow applied a ...

Richard Branson and I recently had breakfast. No, that’s not the way my days normally start, and it’s not a sentence I ever expected to write. We met to discuss customer service principles vis-à-vis ...

Have you ever walked by an employee who you know in your heart is a nice person, but they don’t sound that way when they’re talking with a customer? Perhaps they sound a little aggressive, ...

SINGAPORE – BlueSG, the point-to-point car-sharing service, is gearing up to launch Flexar, a car-sharing service with the same operating concept which allows users to pick up a car from a station ...

The new year kicked off with the blockbuster public market debuts of two Chinese artificial intelligence high-flyers – Zhipu AI and MiniMax – making them the world’s first publicly listed large ...

Travel companies are considering charging customers a fee to bypass AI chatbots and speak directly with a human agent. While AI is effective for simple tasks, it often fails with complex travel issues ...

Salesforce announced Agentforce Voice, a feature that allows companies to have artificial intelligence agents answer customer service calls. The Agentforce product, which also includes text chat, now ...

How T-Mobile achieved record levels of quality and productivity by Matthew Dixon Visit any big company, and few departments will be as instantly recognizable as customer service. The call center ...