Personalization and close carrier collaboration can help shippers win in a space where Amazon and Walmart loom large, COO ...

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.

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

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 ...

Voice AI agents are one of the most discussed use cases for agentic AI in customer service. Billed as being able to hold natural-sounding conversations, voice AI agents can collect information from ...

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

The company confirmed a strategic review of its Customer Engagement Centers, with changes being made to “better reflect how our guests interact with us across channels,” per a Marriott spokesperson.

Nearly half — 48% — of consumers say they refuse to shop with brands online that fail to meet their expectations, according to a survey of 28,000 consumers across 17 countries released Thursday by VML ...