As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

The 2026 CX roadmap must shift from reactive fixes to proactive, cross-functional planning, measurable customer value, & long ...

The cost of acquiring a new customer can be five to ten times the cost of keeping an existing customer depending on the industry. You already knew that. While most organizations know why their ...

When Oracle needs to move capacity from one customer to another, it only takes a few hours at most. This quick turnaround is ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

Every retail initiative, whether it’s AI, personalization or supply-chain transparency, depends on trustworthy customer data.

Customer service is the essential growth engine for any company finding its footing in the entrepreneurial world. You don’t have the luxury today of building a business as it was done in the Mad Men ...

If you’ve been on the phone with customer service recently, there’s a good chance your first interaction was with a bot, or maybe automated voice, telling you to press some number to get to a menu to ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

Data privacy regulations aren’t known for being light reading. That doesn’t make it easy for businesses to become compliant. When one law refers to data subjects, another to residents, another to ...