Customer Service Articles

Here are ten digital customer service trends shaping the CX industry in 2026. By understanding and implementing these strategies, organizations can improve response times, resolve issues and gain loyal brand advocates..

Customer service managers face increasing pressure to safeguard client information while maintaining efficient communication. Data breaches, account compromises, and fraudulent interactions can erode trust and damage reputation..

The global contact center industry is undergoing a structural transformation. Dave Rennyson, CEO of SuccessKPI, explains how this can be seen not as a trend, but as an opportunity..

In digital entertainment, many companies compete on speed, design, and the size of their content catalog. Far fewer are remembered for the way they shape user behavior over time. That is where Soft2Bet has become genuinely interesting.

The gap between a good customer experience and a great one rarely comes down to a single touchpoint. Great customer experiences start on the inside. Learn how to align your teams to deliver consistent, exceptional CX..

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..

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.

AI is changing customer service fast—but human agents still matter. Could human-in-the-loop service be the next step? Discover what the future holds for human-in-the-loop support models and how to prepare..

Loyalty should deliver elevated customer experiences. Customer service knows what the key ingredients for those experiences are. Charlie Casey, CEO of LoyaltyLion, explains how to design loyalty that actually works..

Gartner’s latest prediction is already gaining traction: by 2027, half of organisations that cut customer service staff due to AI will need to rehire people into similar roles under different job titles. Kevin McGachy of Sabio Group, explains..

Recent industry assessments show that AI has moved decisively from experimentation to operational reality, with the vast majority of organizations now using it in at least one business function, including customer service..

Gartner’s latest prediction that GenAI resolution costs will exceed $3 by 2030 – outstripping offshore human agents – has contradicted many of their previous CX industry predictions. But before we collectively panic and shelve our AI..

From snail mail to telephone and from email to instant messaging, one thing remains constant; customers expect a high level of customer care. Here, we look at social media customer care, and how it can be used to create authentic CX..

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..

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..

As the holiday season concludes, new data from AI-native customer experience (CX) leader Ada suggests that the returns process has become a “make or break” moment for brand loyalty..

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..