The company confirmed that organizational changes are being implemented “to better reflect how our guests interact with us ...

CarMax Inc. is laying off hundreds of customer experience center employees, about a month after the used-car retailer ...

In the 7-minute documentary “The Future is Calling,” experts explain how the customer experience is transforming.

When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

Customer service has become one of the most defining measures of business success. We live in a time when the distance between a brand and its customer can determine its relevance, and where ...

Samsung has opened a new call center in Mauldin, South Carolina, employing 150 people and providing faster customer service, ...

Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing ...

In today's Asking Eric column, R. Eric Thomas shares a reader's advice about how to best deal with customer service ...

Companies in Europe are redefining customer experience operations with automated, cloud-enabled platforms that unify service ...

The SSA's "digital first" push means its AI chatbot is answering more and more customer service calls. Older Americans share ...

The 14,000-square-foot facility at 701 Brookfield Parkway, near Woodruff Road and Interstate 385, serves as a brand new hub ...

Intelligent call routing automatically prioritizes high-value or time-sensitive interactions based on business rules or ...