Mercury reports strategies to reduce customer churn in eCommerce, emphasizing retention's importance alongside acquisition ...

While some people may respond negatively to touch therapy, those who find they respond well will find the Apollo Wearable a ...

Customer service teams have long relied on coaching to maintain quality. Traditionally, that coaching came from supervisors ...

Prediction market watchdogs may struggle to police betting on the U.S. midterm elections, with thousands of races offering ...

From AI and customer experience improvements to shared services and smarter IT, state and local governments are using modern ...

Learn what a CX platform is and how AI-powered tools help businesses measure, analyze, and improve customer experience ...

Our research suggests consumers expect multi-brand environments to deliver tighter edits and a sense of cultural relevance ...

The challenge used to be measuring how well a human agent performed a specific task. Now, it’s measuring how well human-AI ...

The companies that want to succeed with AI don't need the largest models or the fastest deployment cycles. They need to know ...

High contact center turnover, fragmented information and outdated platforms share a common fix: invest in the people doing the work.

IT’s top initiatives underscore how CIOs are increasingly shaping and enabling business outcomes — and focusing less on ...