This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. About half — 51% — of all customer service journeys begin on ...

Neobank users are more likely to feel disgruntled by poor customer service than those who have accounts with full-service traditional online banks. Startups may be able to get away with sparse ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

AI can do a lot to improve customer service, such as handle high volumes of calls or requests for help, but be aware of the risks if not used properly. In our rapidly-evolving world, AI tools continue ...

A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap. Customers and vendors alike want a speedy resolution to any support issues. Increasingly, ...

What gets measured gets managed. Make sure you measure the right key performance indicators (KPIs) to lead your business to success. Here are six metrics that will help you manage the underlying ...