As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

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.

The healthcare landscape is undergoing a dramatic transformation. Patients today are no longer passive recipients of care. Armed with information and empowered by choice, they expect a patient-centric ...

Businesses risk losing trust, sales and customer loyalty when they rely primarily on AI for customer service. When customers ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

Flip, a startup that claims to offer an Amazon Alexa-like voice AI experience for businesses, has raised $20 million in a ...

The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...

Emotional intelligence, or EQ, as it is often referred to, is your most critical element (yet likely your most overlooked) when delivering truly competitive customer service in your industry. I cannot ...