Sinch reports AI is transforming customer service, shifting focus from conversation volume to value, emphasizing continuity ...

There may be a growing crisis for the limited-service restaurant industry, according to the 2025 QSR Reputation Ranking Report by Chatmeter, which analyzed over 300,000 online reviews for 26 chains ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

In today’s fast-paced business landscape, customer service is no longer a support function. Advancements in technology have transformed the contact center into a core value driver for the business.

Learn to craft a powerful value proposition that highlights your product's unique benefits and sets it apart from the ...

The hype says “agentless” service is imminent, but data shows most teams are still staffing up while trying to make ...

In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

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 ...

“Whom you often long to speak to during a customer service call." This clue from a recent New York Times mini crossword puzzle gave me nary a pause, thanks to the CX analyst in me. I knew “human” had ...

According to PwC’s 2025 Customer Experience Survey, more than half (52%) of consumers have abandoned a brand due to a bad experience with its products or services, and nearly a third (29%) have done ...