B2B Customer Experience Is at an Inflection Point. Here’s the Question Every Leader Should Be Asking.

B2B customer experience is reaching an inflection point as buyer expectations rise, service channels multiply and AI reshapes ...

O'Leary Highlights Customer-Driven Marketing Power

Investor Kevin O’Leary said businesses should focus on creating customer experiences that inspire authentic recommendations, arguing that real customer stories can become a company’s most valuable ...
Total Retail

The Customer Optimization Gap: Why AI Won’t Fix Retail’s CX Problem on its Own

The customer optimization gap is not a CX problem dressed in AI clothing. It is an operating model and architecture problem dressed in CX clothing.
The Financial Express

The 500-million user problem

India combines WhatsApp’s massive user base with the world’s largest real-time payments ecosystem through UPI, millions of ...

I’ve spent 28 years solving your travel problems – these are my three final pieces of advice

Back in 1998, after I resigned as The Telegraph’s Travel editor to move to Cornwall, I took on the role of the paper’s ...

Psychology says people who don't like talking to customer care aren't necessarily antisocial, they may be trying to reduce stress and uncertainty

Psychology suggests that people who dislike talking to customer service are not necessarily impatient, rude, or antisocial.

2 Ex-Toast Veterans Just Raised $19.5 Million to Solve a Problem Most Small Businesses Don’t Know They Have

Pie, which spent the past year building quietly, is betting small businesses need help showing up in AI search the way they ...

Asking Eric: Struggling to understand a customer service rep? Here’s what to say.

I often leave these calls feeling frustrated and more confused than before. Using AI chatbots doesn’t seem to work either.

Asking Eric: Is it OK to ask for another agent if I can’t understand an accent?

I am finding that increasingly the customer service agents on the phone have a heavy accent. My hearing is not good and even ...
Business Matters

Arshad Sadikeen on Building Better Systems—and Better Communities

In business, the people who make the biggest impact are not always the loudest voices in the room. Often, they are the ones quietly solving problems, connecting teams, and helping organizations run ...
The Manila Times

Scaled Cognition Raises $100M Series A Led by Khosla Ventures to Build Reliable Enterprise AI

Scaled Cognition has built a model with the conversational quality of leading LLMs and something they lack: reliable, hallucination-free performance ...

70% of companies deploying customer service AI agents see ROI in 60 days

Outcome-based resolution pricing means companies pay only when the AI agent resolves an issue autonomously, without human intervention.