As the dust settled on what most have deemed the “new normal” of working from home, many industries — including customer service — rapidly shifted operations to be remote work-friendly. At the same ...

Customer experience breakdowns rarely originate at the touchpoint—they stem from executive decisions made months earlier in ...

In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

In a deal estimated to be worth $15M Israeli artificial intelligence firm, AUI, acquired California-based customer service ...

Klarna CEO Sebastian Siemiatkowski plans, long term, to reduce the buy now, pay later company's headcount and reliance on customer service outsourcing, he said during a wide-ranging conversation with ...