The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

GUEST OPINION: Let's cut through the noise. AI in customer service isn't one thing. It's moving fast. What worked last year feels old today. Businesses that keep up will pull ahead. The rest will ...