You never met the customer you lost. But you approved the phone system, the staffing and the policy that drove them away.

By Saloni Jain Think about the last time you actually needed help with something- a delayed order, a failed UPI payment, a ...

By the end of the year, 88% of companies expect to have AI agents handling some of their customer conversations, according to ...

Four frontline AI failures can drain brand equity fast. A CX-led framework of guardrails, audits and escalation contains them ...

Barclaycard blamed human error after a Manchester reader received another customer's emails and overdue payment notices for ...

Avoid costly kitchen repair headaches. Discover why consumers regret buying major appliances from Haier, Electrolux, Viking, ...

A new audit found the state's unemployment assistance struggled with customer service during a two-year review period. Agency officials say many of the issues have been addressed including reduced ...

Palmerbet failed to provide accurate personal information for a self-excluded player, enabling them to have access to the operator for 18 more months.

State Rep. David Thomas, who represents parts of Trumbull County, introduced a bill to require electric utility companies to pay customers for repeated and/or prolonged power outages. Thomas, ...

A kiosk should never be treated as a product that gets shipped to a location and forgotten. It should be treated as one endpoint in a larger operating network.

The Massachusetts Department of Unemployment Assistance (DUA) has long operated as a black box of bureaucratic ineptitude, ...

In Richardson, a fleet of drones has started to deliver goods quickly. But the noise is drowning out life for some residents: ...