I think the ideal service isn’t all human or all tech—it is a careful balance that keeps efficiency high but prioritizes human connection for moments that matter.

Mayor Mike Duggan has proposed a 52% cut to the land bank's subsidy from the city. The land bank's CEO said it could impact ...

Have you ever felt like you’re drowning in customer inquiries and repetitive tasks, or just wish you had an assistant to ...

The Commonwealth Bank of Australia (CBA) is integrating generative AI across its operations to improve customer service, ...

With less than half of consumers happy with the service they receive and only 16% of agents satisfied with their roles, ...

With AI forecast to contribute up to $220-billion/year to Africa’s GDP, businesses that fail to adapt risk falling behind.

Hotel chains in India are increasingly adopting AI technologies to enhance guest experiences and operational efficiency.

Agentic AI is ready to address customer concerns fast and effectively, solving customer issues and making the customer feel ...

The move to modernized, competitive customer experience delivery has been elusive for utilities due to the costs and the ...

Customers are shifting the way they interact with chatbots to discuss more complex areas like service and sales, rather than just basic information.

The future of customer service will require a strategic blend of human and virtual agents, says Capgemini. The report – ...