Bias is often thought of in the context of HR and staffing, but unconscious biases in customer service interactions can negatively affect your brand and thwart longer-term customer relationships.

While the trend of ordering food on an app for a stranger to pick up and deliver to your door existed before the pandemic, it wasn’t until the lockdowns that such habits became mainstream. Indeed, ...

Simplr Inc., a chatbot-powered customer experience technology provider, said today it’s integrating generative artificial intelligence that’s guided by “comprehensive safeguards” into its platform.

INTERACTION analytics (IA) is a must-have solution for enterprises that want to understand and enhance their customer experience. These solutions convert unstructured recorded and live-stream audio ...

Every person in a customer-facing role understands that there are some customers who are more difficult than others. Here are some ways to turn these customer interactions into more positive ...

Friction isn’t always a flaw. When effort is intentional and optional, it can turn routine interactions into experiences ...