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 ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

When it comes to benchmarking customer service teams, operational traits can prove to be a more accurate and relevant point of comparison than common industry classifications. That was the finding of ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...