Consumers are craving a more tangible, immersive interaction that digital alone cannot provide. The shift, dubbed the “Return of Touch” (RoT), highlights the growing demand for more tactile experiences..

Sentiment analysis is the process of analyzing text data to determine the emotional tone behind it. Simply put, it’s a way for businesses to find out whether the content of a review, tweet, or article expresses positive..

Hiring and retaining employees in customer service is an ongoing challenge. Here’s how your business can adapt to meet these challenges and tap into the talent and energy Gen Z can bring to your team..

Seven-Eleven Japan is taking a significant leap into the future of retail by testing autonomous robot deliveries on public roads. This innovative initiative aims to address the growing need for efficient deliveries..

35% of UK consumers have utilized AI for shopping, marking a 39% increase from the previous year. That’s according to a survey conducted by Censuswide which involved 2,000 UK adults, providing customer insights..

DoorDash and Wing are taking food delivery to new heights in Charlotte, North Carolina. The two industry leaders have partnered to launch a drone delivery service, allowing customers to enjoy fast deliveries..

What are the characteristics of a great employee? How can you identify those qualities as you go through the hiring process? And how do you track employees’ performance after you hire them?

Wolters Kluwer Health has received the 2024 NorthFace ScoreBoard Service Award for exceptional customer support through its Ovid and Lippincott customer service organizations. This marks the 14th consecutive year..

Walmart is gearing up for a revolution in how people shop, focusing on making its products attractive not just to humans, but also to AI shopping agents. These AI bots can perform tasks without human intervention..

The way sales, customer service, and marketing teams collaborate is what can make or break a business today. Many businesses still have these teams working independently, missing out on opportunities..

How do you write a conclusion for customer service that ensures satisfaction while upholding professionalism? Here’s everything you need to know, along with practical tips to help you close every customer interaction..

Twilio has unveiled its next-generation customer engagement platform at the SIGNAL 2025 conference in San Francisco, designed for the AI- and data-powered world..

Words can shape every interaction, especially in customer support. Simple, thoughtful language can turn an average experience into one that feels personal and uplifting. Here are our top 100 positive words and phrases..

Here we examine the profound impact of voice AI and speech analytics on contact centers, highlighting how these tools are transforming customer interactions and driving operational excellence..

In this article, we provide a step-by-step guide on how to train your customer service team on new CX technologies, empowering your agents to deliver outstanding service in today’s digital landscape..

The landscape of customer service and contact center software continues to evolve rapidly. In this article, we highlight the essential features every CX software should have in 2025 to help your business..

Managing restrooms in high-traffic venues has traditionally been a logistical juggling act. Restroom congestion, delayed cleaning and hygiene challenges all disrupt the overall customer experience..

Grenada’s iconic Resort has once again demonstrated why it is a beacon of luxury and hospitality in the Caribbean. The resort has been awarded the British Airways Holidays Customer Excellence Award..