Integrating AI in contact centers boosts efficiency and customer experience, but human connection remains key. By automating routine tasks and supporting agents with insights, companies can deliver fast, accurate service while preserving empathy in complex situations, striking a balance that drives success.

September surprised the auto world by trading moonshots for introspection, revealing that customer choice, human-guided AI, and real robotaxis are driving a smarter recalibration.

Automakers today aren’t just building vehicles—they’re designing experiences, sparking connections, and even rethinking insurance to make it less of a headache.

In a time of economic instability, the automotive industry places a strong emphasis on prioritizing customer needs.

With the right tech and processes, businesses can leverage remote work, adapt to changes, and boost employee and customer satisfaction.

A well-crafted and communicated EVP can help hire and retain exceptional talent and create a more engaged and productive team.

Recently, we’ve seen some eye-popping headlines, but this month we’re focusing on the evolution of the ever-improving customer experience.

Gamification has been increasingly acknowledged as a tool for achieving motivational and behavioral goals for individuals and teams.

Peer mentor programs offer a multitude of benefits to both mentees and mentors.

Because they play a significant role in the customer experience, contact center agents can serve as a credible, first-hand source of custome

Empathy is among the most important attributes to consumers when communicating with a live agent, second only to expertise.