When efficiency outweighs empathy, customer experience suffers, writes Nic Laschinger, technology director of Euphoria ...

AnswerConnect released a video today showing a real conversation between one of their trained human receptionists and an AI agent pretending to be a business representative. The call is a clear ...

STAMFORD, Conn.--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in ...

Jen Spencer is CEO of SmartBug Media—a full-service digital agency helping businesses get the most out of their full customer life cycle. Few companies would admit to not focusing on their customers.

The narrative around AI for customer engagement paints a seductive picture: frictionless interactions and hyper-personalized experiences at the push of a button. However, implementing effective AI ...

Consumers in Singapore are some of the most optimistic about the positive impact of AI on society, with 68% believing it will bring benefits. Yet fewer than half, just 40 per cent, trust companies to ...