When Jake Moffatt's grandmother died in 2022, he booked a flight to her funeral on Air Canada, hoping to use their bereavement travel discounts. Air Canada's customer service chatbot told Moffatt he ...

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The quality of customer experience (CX) depends on how well a company treats and communicates with its customers, plain and simple. Executed well, it can leave clients coming back for more; get it ...

The battle of the sexes may not be waged as fiercely as it once was, but on the front lines of the contact center, gender can still be a powerful weapon. A new survey, commissioned by Amdocs to gauge ...

According to new research, interacting with automated chatbots for customer service is viewed by consumers as a source of increasing frustration. In fact, over 72% of respondents in a recent UJET ...

Artificial intelligence is transforming the banking industry, with far-reaching implications for traditional banks and neobanks alike. This transition from classic, data-driven AI to advanced, ...

When it comes to customer relations, the airlines have had a bad couple of months. Denying boarding to teens for wearing leggings. Dragging a passenger from his seat because he refused to give it up ...

Over the last few years, the field of customer service has demanded an omni-channel presence that allows consumers to ping them at any time — whether it's an email, text message, Instagram direct ...

In recent months, I have wasted countless hours engaged with customer service agents in what has more often than not felt like a contest of wills. Most of my time in these battles has been spent ...