Are you looking for a competitive advantage to keep your customers coming back? I have the answer. The 2023 Achieving Customer Amazement (ACA) study, sponsored by Five9, uncovers the current state of ...

The rapid pace of artificial intelligence development, combined with the rise of AI-powered chatbots, has led to a common assumption that AI customer experience must be successful for businesses that ...

SAN FRANCISCO & DÜSSELDORF, Germany--(BUSINESS WIRE)--Cognigy, a global leader in AI-powered customer service solutions, today announced it has been named a Leader in The Forrester Wave™: ...

Microsoft was named a leader in The Forrester Wave: Customer Service Solutions, Q1 2026 report, alongside Oracle and Salesforce. The company differentiates itself by combining productivity tools, ...

Despite consumers having an increased comfort level with AI, there is a missed opportunity when businesses deploy increase automation without thinking holistically about both cost-cutting and the ...

29% of US digital buyers picked up their online order at the store in May 2026, up from 22% in 2023, making it the only delivery method to grow every single year, according to a June report from ...

As AI tools become more sophisticated, they offer unparalleled opportunities for personalizing customer interactions, a crucial factor in today’s competitive market. Understanding the nuances of this ...

Where do you stand in terms of customer service? And how do you rise to the top? Here’s how to prepare for sustainable bottom-line results. When you’ve only reached the middle rung of customer service ...