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 ...

Nutshell reports that ethical AI practices in sales build customer trust through transparency, human oversight, and ...

The 2026 CX roadmap must shift from reactive fixes to proactive, cross-functional planning, measurable customer value, & long ...

The cost of acquiring a new customer can be five to ten times the cost of keeping an existing customer depending on the industry. You already knew that. While most organizations know why their ...

Customer service is the essential growth engine for any company finding its footing in the entrepreneurial world. You don’t have the luxury today of building a business as it was done in the Mad Men ...

Every retail initiative, whether it’s AI, personalization or supply-chain transparency, depends on trustworthy customer data.

When Oracle needs to move capacity from one customer to another, it only takes a few hours at most. This quick turnaround is ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

If you’ve been on the phone with customer service recently, there’s a good chance your first interaction was with a bot, or maybe automated voice, telling you to press some number to get to a menu to ...

"The customer is always right" is an adage most people are inherently familiar with, whether or not they have experience working in customer service. Though its usage is ubiquitous, its alleged ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...