Evaluating and training agents on handling difficult customers should be part of every call center QA program because the ...

We expect midcycle annualized NII growth of 4% through our forecast period compared with the outsize NII growth seen during the recent interest rate hiking cycle. Our bank moat framework looks at the ...

Q2 2025 Management View CEO Francis Samuel Soistman reported that eHealth "delivered another strong quarter, once again exceeding our expectations and demonstrating our ability to adapt to an evolving ...

SKUx’s patented SKUPay® technology rapidly enables merchants to accept item-level payment programs across a variety of growth ...

Crompton Brothers Automotive, a family-owned auto repair shop in Burnaby, is expanding its full-service offerings while ...

In a retail world that demands both scale and empathy, contact center intelligence is what makes smart service possible.

The removal of certain offerings and key business positions can ultimately cause irreparable damage to the customer ...

Too often, businesses rely on static journey maps as reference materials. These artifacts live in whiteboards or PDFs, ...

In an increasingly competitive banking environment, the imperative to enhance customer experience (CX) has never been more ...

SCALA.AI co-founder and CEO Ardie Sameti (left) and co-founder/executive chairman Raj Singh. Concur co-founders Raj Singh and ...

At Japan’s Henn na Hotels droids pretty much run the show, from greeting you at the door to adjusting the temperature.

Here are three AI-driven shifts that, if harnessed, will redefine how we approach customer experience in the future.