Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

Data from the State Administration for Market Regulation showed that in 2024, consumers filed 6,969 complaints related to intelligent customer service in the e-commerce after-sales sector, an increase ...

Over the past year, Salesforce CEO Marc Benioff has touted his company’s main AI product, Agentforce, as a money saver for ...

Discover the challenges and importance of last mile logistics, the final step in delivery, impacting e-commerce, telecommunications, and cryptocurrency transactions.

Glance releases its 2026 CX Trends Report, revealing how last year’s rush toward AI reshaped — and often damaged — customer ...

The Maryland Public Service Commission (PSC) — in charge of regulating the states’ utility companies — called BGE to testify Wednesday on its long customer service wait times and suggested the utility ...

Safaricom network coverage issues still affect 1 in 4 users, as mobile networks struggle with reliability and customer ...

Executives ​say they still believe generative AI will eventually transform their businesses, but they are reconsidering how ...

Cricut, which makes smart cutting machines for crafters seeking to personalize their designs, faced customer service problems familiar to many retailers. The Cricut CX human agents, who support ...

It has never been easier to buy a product in America, yet, according to new data, it has arguably never been harder to get help when something goes wrong. American consumers are reporting ...

Dealership service departments are losing loyalty: a new report shows customers face scheduling delays, poor communication and repeat repair visits. Dealerships are losing service customers due to ...

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