Rhapsody hosted an exclusive evening in London, bringing together 30 industry leaders and creatives to explore the evolving role of AI in content creation. The event showcased how to deliver extraordinary results..
In the hospitality industry, reducing errors and enhancing guest satisfaction are critical goals. Automation technologies are at the forefront of achieving these objectives by streamlining operations..
NiCE has launched a new control hub designed to keep the next generation of AI-powered customer service agents running smoothly — no matter how big or complex the operation..
Talkdesk has announced a new partnership with Databricks in a move that promises to supercharge the way companies use artificial intelligence to serve their customers, part of the Databricks Partner Program..
John Tschohl, founder and president of the Service Quality Institute, emphasizes that true customer service excellence extends beyond speed, courtesy, and great products—it hinges on empowerment..
Gartner unveiled their top strategic technology trends for 2026 — and it’s all about AI and security in a hyperconnected world. Think AI supercomputers, digital trust, and pre-emptive cybersecurity..
Twilio has rolled out a new set of data features that promise to help brands keep their customers happier and their data in check. Among the new tools are Granular Observability, and a centralized Alerting Hub..
Security should feel like a seatbelt, not a speed bump. Add too much friction and users bail. Add too little and fraud creeps in. The good news, you can strike a smart balance. Here, we bring you a simple plan..
Robotic support drains patience. Long queues, loops of the same question, and cold replies make people bail. You can fix that with automation in customer service that feels fast, helpful, and kind..
The AWS outage on October 20, 2025 has had a major global impact on customer service operations across many industries. Here’s a breakdown of how it’s affected companies and users worldwide..
Here we explore the core strategies that set elite hospitality brands apart. We will examine how their focus on personalized service, employee empowerment, and unwavering attention to detail can advance CX..
The key to unlocking the full potential of data lies in achieving seamless data integration through a unified single source of truth (SSOT). This approach ensures that everyone in your organization uses the same data..
Self-service has become a cornerstone of modern customer experience. Customers want flexibility and control, and companies want efficiency at scale. Bryan Cheung, CMO at Liferay, explains..
Today, many people use AI every day at work, including in the hospitality sector, says Conor McCarthy, co-founder of digital restaurant management platform, Flipdish. Here, he explores how restaurants can use AI..
Want a simple way to give better service, close more sales, and build loyalty? Use the Apple 5 steps of service, often called the APPLE customer service model. A.P.P.L.E stands for: Approach, Probe, Present, Listen, End..
In this article, you will learn three practical ways to handle escalated calls. First, use empathy and tone control to calm the moment. Second, use a simple framework to guide the talk. Third, offer clear solutions…
HEARD stands for Hear, Empathize, Apologize, Resolve, Diagnose. Used well, it leads to calmer calls, faster fixes, and higher CSAT. Here, you’ll learn what HEARD is, why it works across phone, chat, email, and social..
When managers prioritize well-being, it signals that the organization values employees as people. Raz Dar, CEO of Elvee, explains how to build better workplaces through smarter management..
A business promises fast delivery. Customers expect it. So when a delivery takes a wrong turn, it isn’t just an inconvenience. It’s a direct hit to trust. This is where smarter management of fleets enters the picture..