Customers expect a clear path to cancellation, and when brands fail at that “you are probably ruining your chances of having them be a customer ever again,” Recurly’s Rachel Sheriff said.

It’s fashionable to use AI to find deals, but consumers won’t delegate purchase decisions, an ACI Worldwide survey found.

More than two-thirds of organizations are underutilizing CX insights to guide their automation efforts, according to a CallMiner survey of 700 senior contact center and CX decision-makers released on ...

The share of those who say AI will make holiday shopping easier is down year over year, but most shoppers trust it with shipping updates or product research, a Sinch survey found.

Real transformation is going to happen when we’re creating omnichannel, end-to-end personalization, and to do that, we have ...

There's a generational shift among consumers as they bring AI into their purchasing process, according to a Mastercard report ...

Repercussions range from customers switching brands to giving up on the purchase altogether, a Contentsquare survey found.

Apps like Dick’s Sporting Goods’ GameChanger build customer relationships and generate useful insights beyond what ...

Brands have a wealth of customer sentiment and behavior data available to them but often can’t close the circuit between ...

As touchpoints like call centers, self-service tools and repair networks become more important to overall satisfaction, some manufacturers are struggling to keep pace.

Despite widespread adoption efforts, fewer than one-quarter of enterprises have successfully scaled AI across multiple business units, according to Gartner data released Tuesday. The IT advisory firm ...