AI can streamline how government serves residents, but automating bad processes only accelerates frustration. Here's why ...

When customers “really want the face-to-face, eye-to-eye, voice-to-voice connection,” the retailer is there to meet the need, ...

The future of customer experience isn’t human or AI; it’s human plus AI, working together to create a faster, more ...

Done right, AI agents can make the total customer experience feel more human, says CEO of agentic AI automation platform ...

Unlike conventional automation that merely executes predefined steps, or generative AI that produces information on demand, Agentic AI represents an entirely new class of intelligence — one capable of ...

As customer expectations rise and digital interactions multiply, organizations are racing to integrate AI into their customer experience (CX) strategies. Yet, despite growing tech budgets, many CX ...

Voice AI has the potential to streamline a lot of businesses' customer service tasks, such as answering routine customer questions or scheduling appointments, without a human agent needing to step in.

Over the past few years, we have driven remarkable progress accelerating AI innovation together with our customers and ...

Artificial intelligence (AI) is transforming customer service from a reactive, labor-intensive function into a proactive, data-driven advantage. With the rise of —ranging from intelligent chatbots to ...

Altman warned that AI will compress centuries of job turnover into just a few years. Tech analysts are split: some see AI as a faster Industrial Revolution, others as a jobs apocalypse. Sam Altman ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. More than 4 in 5 consumers say they are more likely to stay loyal to ...