Citizen satisfaction with U.S. federal government services fell 2.6% to an American Customer Satisfaction Index (ACSI) score of 68.6 out of 100, ending four consecutive years of improvement. The Study 2026 found lower scores across all drivers..
Personal AI agents can initiate customer requests such as cancelling subscriptions and booking restaurant reservations, but businesses may still need to complete them — potentially creating more work for contact centers..
Fast automated service can save customers time, yet leave them feeling like a ticket number. Discover practical ways to make automated customer experience more human with personal context, clear messages, easy handoffs, and useful feedback..
Customer service platform provider Kustomer has announced the general availability of Conversation Intelligence and AI QA. Built on the vendor’s underlying AI Attributes framework, the native capabilities are designed to provide CX leaders with visibility..
According to the 2026 Website Localization Report from digital experience platform provider Liferay, failing to deliver culturally nuanced digital experiences is having a direct impact on conversion rates and brand trust..
Contentsquare has announced a reimagined Experience Platform designed to monitor and optimize digital journeys for both human users and autonomous AI agents. Built to address shifting consumer behavior in the generative AI era, the platform consolidates data..
Five9 study shows 60% of UK shoppers are frustrated by AI customer service, but trust doubles when a seamless escalation path to human agents is available. The vendor’s 2026 Consumer CX Report surveyed 3,000 consumers..
Social media for customer service managers requires clear standards, shared ownership, and agents who know when to ask for help. Your role is to protect customer trust while helping your team respond accurately and professionally..
When you make a mistake, saying “I’m sorry” is good customer service, but it’s not service recovery. Learn John Tschohl’s 4-step service recovery plan to fix mistakes, empower your frontline team, and turn angry customers into loyal fans in under 60 seconds..
Forgepoint’s AI Inside Sales Rep, Frank, is built to streamline the entire RFQ-to-PO process. Frank works alongside quoting teams across the emails, documents, pricing logic, and systems they already use, helping them to quote faster..
When an AI voice agent marks a call resolved and the customer rings back the next day, what should that do to your first call resolution figures? Andreas Kromann, CEO and founder of Spirelight, explains how to read the second call..
AskNicely and JAVLN have announced a formal partnership designed to help insurance brokerages deliver a more consistent and responsive client experience. The collaboration formalizes an existing relationship between both platforms..
British consumers are throwing in the towel on bad customer service—not because standards have improved, but because speaking up feels like a lost cause. According to a study by Talkmobile, more than 10% of Britons have completely stopped complaining..
Backed by Dharana Capital and trusted by CX leaders like Zendesk, the platform turns everyday workflows into dynamic videos that update themselves. More than 1,000 companies already use Clueso to create videos for marketing and customer success..
Kensington Mortgages, part of Barclays Bank PLC, has successfully completed the migration of its Servicing operation to Amazon Connect, marking the second and most complex phase of one of the UK’s most significant financial services cloud contact centre transformations..
This article compares seven AI sales assistants for discovery calls, evaluating each on whether it helps during the live conversation and whether it suggests the next question rather than only tracking what was covered..
This Customer Service Week, Carrie Ramskill, chief operating officer of HGS UK, comments on the evolving role of AI in CX and why customer service professionals remain essential in delivering an exceptional experience..
According to the latest findings from the Nigeria Customer Service Index (NCSI) report, national customer satisfaction climbed to a record high of 71% in 2025. However, beneath the progress lies a polarized consumer environment..
Maximor, the autonomous finance company, today announced it has rebranded as Hyphenate. The new name reflects the company’s expansion across the office of the CFO and follows 86x revenue growth over the past 12 months..