Now is not the time to rely on grand predictions. That may seem like an incongruous statement coming from the leader of a customer intelligence company, but it’s true. And as we find ourselves in the ...

Even five years ago, almost every customer in a HubSpot survey rated an “immediate” response as important or very important. With more companies offering automated round-the-clock support to keep up ...

Customer service is more important today than ever before. A company’s ability to answer customer questions and resolve problems has become as essential as product, quality, and price. When customers ...

Glance releases its 2026 CX Trends Report, revealing how last year’s rush toward AI reshaped — and often damaged — customer service experiences Survey of more than 600 U.S. consumers shows frustration ...

Customer feedback can be incredibly helpful to the business. Taking the time out to respond—and respond quickly—is key to maintaining a high level of customer service. Building trust with customers ...

The past year has brought considerable focus on how COVID-19 contact and travel restrictions have strained industrial customer service. But as the pandemic starts to subside, manufacturers serving ...

Customer support agents who were given access to a generative artificial intelligence assistant increased their productivity by 14% on average, according to a group of researchers at Stanford ...

Service failure is inevitable. A better understanding of how relationship level (RL) influences a consumer’s response to service failure and recovery is an important topic for academics and ...

LOUISVILLE, Ky. — RiverLink is swapping out who handles their customer service, citing that over the years, there have been too many issues with invoicing and customer service hold times. “We all have ...