Articles

New York City’s public service hotline has excelled in unifying contact channels, allowing New Yorkers to choose how they want to resolve various issues.

This isn’t just a one-off restructuring. It signals a huge shift and sets the tone for other companies, and not just in tech.

This former social media manager weighs in on how to use social media feedback as a customer research tool.

How AI agents and humans work together to redefine contact center experiences.

If those responsible for safety can’t rely on their employer, how can a customer feel safe relying on the system?

ECAC's Chair chimes in on the FCC's proposed contact center outsourcing restrictions

Pinterest is redefining its customer experience through democratizing ad tools and internal restructuring around AI.

Why Contact Center AI Fails. The Experience-Led AI Framework

Qualtrics unveiled new omnichannel CX offerings at X4, the annual Experience Management Summit

Apple is starting to prioritize rapid real-time fixes over complete system overhauls to improve data safety for its users.

Overseas contact centers in the telecom industry may soon be subject to new rules, per an FCC proposal.

The Japanese culture of omotenashi provides an excellent benchmark for leaders worldwide prioritizing human empathy in customer experiences.