Ian Miller 
Customer service representatives (CSRs) are the human face of your business. They resolve complaints, build loyalty, and directly influence whether a customer walks away satisfied—or walks away for good. This is why you need to invest in them..
Deloitte Central Europe (CE) and ElevenLabs have announced a strategic collaboration aimed at transforming the customer experience (CX) through Agentic AI. The partnership marks a significant milestone for ElevenLabs..
So what separates a good contact center from a truly great one? It comes down to a handful of qualities that, when combined, create an experience customers actually want to return to. Here’s what to look for—and what to aim for.
Level AI has announced an expansion of its full-stack agentic CX platform. The move aims to redefine industry standards by moving away from siloed virtual agents in favor of a unified ecosystem that balances human and artificial intelligence..
The latest annual UK airline customer satisfaction survey from Which? has highlighted a widening gap in the aviation industry’s service delivery. While some carriers are flying high, others such as Ryanair are failing..
Burger King is doubling down on conversational AI to refine its frontline customer experience (CX), introducing an OpenAI-powered assistant designed to monitor service standards and streamline restaurant operations..
For CX professionals, a Voice of Customer (VoC) platform is a critical intelligence hub that allows organizations to bridge the experience gap. Here is our definitive list of the top 10 VoC platforms leading the charge in 2026..
Emplifi customers are outperforming broader social media engagement trends, recording measurable gains in reach, engagement and follower growth on Instagram, according to new data released by the CX platform..
No matter how perfect your product or streamlined your service, things will occasionally go wrong. When they do, the difference between losing a customer forever and turning them into a loyal advocate lies in how the complaint is handled..
Returns rarely get the spotlight. New customer acquisition does. Conversion rates do. Average order value does. But returns? They tend to live in the operational background, framed as a cost center or a necessary headache..
For VPs of Operations and Customer Support leaders caught between shrinking budgets and expanding mandates, the decision about what to outsource and what to retain has become one of the most strategic choices..
Business leaders are under increasing pressure to prove that every dollar spent on CX technology, personnel, and training translates directly to the bottom line. Learn how to maximize CX ROI in 2026..
In an era dominated by chatbots and AI-driven support, it is easy to assume that technology is the sole future of customer service. However, the most memorable customer experiences are almost always human..
Resolving support incidents quickly is not just about clearing a ticket queue; it is a fundamental component of business growth. Long wait times lead to poor customer experiences, which correlate with lower sales..
Google is officially entering the race for purpose-built retail AI, signaling a major shift in how brands interact with consumers. The search giant has unveiled a suite of tools designed to help retailers deploy AI agents..
Every time a customer interacts with your brand, they leave a trail. They might click a link in an email, linger in a specific aisle of your store, abandon a cart, or leave a review on a third-party site. These are customer signals..
Customer service, support and care have become decisive competitive battlegrounds for organisations. Outsourcing to the Philippines is evolving beyond cost reduction into a strategic CX operating model..
How does a growing business staff a 24-hour operation without exhausting its budget or its team? This article explores practical strategies to bridge the gap between business hours and customer needs..
Intelligent Routing and Unified Context ensure customers reach the right person immediately and that the agent knows exactly how to help. Here we take a deep dive into this transformational technology..