Ever been stuck talking to an AI customer service rep? New York City wants to do something about it. The Department of ...

After an unhelpful AI chatbot led to her deleting her Walmart account, our writer asked experts what options customers have ...

Over the past few years, Marsha Sakamaki has reached her limit with customer service. Between her bank, pharmacy and insurance company, she is tired of the endless hold times, the constant transfers ...

Organizations strive to keep customer service a top priority. In the best scenario, impeccable customer service can significantly improve an organization's growth and revenue potential. Unfortunately, ...

The focus of the piece was some research conducted by Pega, which found that of the 7,000 consumers they surveyed from around the world, over a quarter (27%) reported that their day had been ruined by ...

Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...

The United States is in a data quality crisis. This impacts everything, from productivity to AI. Here I’ll focus on the impact of bad data on customer service, which is also in crisis. I recently got ...

We have all had horrific customer "support" experiences: AI chatbots that churn out irrelevant responses, a labyrinth of dropdown menus and links that make it hard to connect with a live person, a ...

Nearly two-thirds of consumers report having had negative experiences when buying from brands and poor customer service is the top reason. Those are findings from an Adobe Express study that polled ...

Customer service is an essential part of any shopping experience, and unfortunately, these grocery store chains often miss ...