ai

Nearly half of customer service workers avoid calling contact centers in their personal lives
Scotiabank Google Cloud customer experience
Scotiabank’s chief analytics officer explains the CX goals behind its Google Cloud partnership
One in 10 customers cry (or come close to it) due to bad service
What ‘personalization’ means when you’re not shopping for yourself
[24]7.ai centralized CX
71% of firms with centralized CX functions take a KPI-driven approach to improvements
ASAPP CMO Namie
ASAPP CMO explains how AI can help firms learn from their best-performing service agents
return policy
The CX risk of the ‘just keep it’ return policy
Khoros buys Topbox to combine customer engagement tools with omnichannel analytics
TCS digital CX
Only 25% of firms are ready to offer ‘end-to-end’ digital CX
Sabio Group research shows CX leaders need to get serious about business continuity planning