I was in the middle of one of those customer service “chats” yesterday when I violated one of my deeply held personal rules. I am moving to a new place, and I had a very simple question: Does my ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Customer expectations have never been higher—and the bar’s raised every day. Pandemic-driven digital-first experiences mean consumers, especially Gen-Z and those younger, now expect companies they buy ...