I’m an fan, but also a realist. Customers really don’t want more technology. What they really want is a better experience. So ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

ServiceForge, a leading provider of customer service software for skilled trades and home service businesses, announces the release of its new research report, "Keep Service Human." The report, which ...

As AI chatbots frustrate travelers during disruptions, some travel companies are considering charging extra to reach a human.

The MarketWatch News Department was not involved in the creation of this content. First look at 2025 holiday shopping shows 78% of consumers used AI for help, yet only 29% say it improved their ...

Customer-facing and internal workflows will come together on a shared, AI-first foundation that supports speed, flexibility, ...

As customer expectations rise and digital interactions multiply, organizations are racing to integrate AI into their customer experience (CX) strategies. Yet, despite growing tech budgets, many CX ...

I would rather talk to a person than an automated customer service call. I strongly dislike the menu option recording that says, “press 1 if …, press 2 if …, press 3 if … “ Almost 4 out of 5 customers ...

While artificial intelligence is reshaping how Chinese consumers shop, its immediate financial impact is happening in ...

First look at 2025 holiday shopping shows 78% of consumers used AI for help, yet only 29% say it improved their experience Artificial Intelligence surged throughout the 2025 holiday shopping season, ...