Contact centers need AI to scale, but leaders can’t afford to trade efficiency for trust. A copilot-first roadmap keeps ...

It has been well-documented on this site and others that customer experience, or CX, is the No. 1 brand differentiator. Every contact center-as-a-service vendor leads with this when talking about ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Sumit Aneja Customers now ...

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More “Your most unhappy customers are your greatest source of learning.” Bill ...

Low response rates, unattributed feedback and less than useful reports make B2B customer satisfaction surveys a difficult proposition when, in reality, they should be a goldmine for your company. This ...