Tropical Smoothie Cafe's implementation of Qualtrics demonstrates a fundamental shift in how franchise-scale businesses approach CX data: moving from satisfaction tracking to direct revenue attributio...
5 AI Service Report Insights for Growing Businesses Salesforce
Gartner's elevation of customer service knowledge management to a full Magic Quadrant—rather than a Market Guide—signals that the space has matured into a strategic priority. The inaugural report posi...
Do you track reopen rate on AI-resolved tickets separately from the built-in reporting? Curious whether the native number matches what you actually see. submitted by /u/memelordaf13 [link]...
Hi all- im in a bit of a pickle trying to figure out a clean way to display a lot of data points for my stakeholders. The main request is to show all the types of tickets we get within the org. The ma...
Parloa's 2026 Consumer Patience Index dismantles a persistent assumption in CX strategy: that digital natives represent the most loyal segment for AI-powered customer service. The data inverts this ex...
Gartner's finding that 87% of customers demand human agent access when companies deploy GenAI for customer service exposes a critical gap between vendor roadmaps and customer expectations. This isn't ...
Announced on Rollout on August 10, 2026 August 10, 2026 We're excited to announce that Zendesk is introducing Reviewer QA assignments and a dedicated Reviewer QA dashboard in Zendesk QA.This announcem...
Kohl's deployment of a full AI stylist for back-to-school shopping signals a decisive shift in how retailers are approaching conversational commerce, with competitors reportedly lifting spending beyon...
Enterprise organisations deployed AI agents into customer service operations without establishing the governance frameworks to manage them effectively, according to VentureBeat Research's June survey ...
Uber's 10 per cent reduction in customer service staff, announced in July 2026, represents a deliberate architectural decision rather than a straightforward automation play. The company's internal mem...
Uber has cut 10% of its customer service workforce and plans to replace those roles with AI systems, framing the move as necessary consolidation of fragmented operations. The layoffs affect the Commun...
Uber has cut 10% of its customer service workforce and plans to replace those roles with AI systems, framing the move as necessary consolidation of fragmented operations. The layoffs affect the Commun...
Microsoft's account security breach involving Xbox user Joshua Khane—who nearly lost access to thousands of pounds' worth of digital games and 25 years of OneDrive data after his account was compromis...
Gartner's latest guidance cuts against the prevailing vendor narrative: AI agents should sit in your technology stack, not your organisational hierarchy. Kathy Ross, VP Analyst at Gartner, argues that...
ISG to Study Contact Center, Customer Experience Services Business Wire
Airship Announces Results Guarantee; Releases Commissioned Study Finding 476% ROI for Composite Organization STT Info
The vendor pitch is familiar by now: AI agents that work like your best employees, available 24/7, never burn out, never call in sick. But according to Gartner VP Analyst Kathy Ross, buying into that...
Airship Announces Results Guarantee; Releases Commissioned Study Finding 476% ROI for Composite Organization Via Ritzau
Airship Announces Results Guarantee; Releases Commissioned Study Finding 476% ROI for Composite Organization Via TT
eGain's elevation to Leader status in Gartner's inaugural Magic Quadrant for Knowledge Management Systems for Customer Service signals that governed knowledge infrastructure has become a distinct comp...
Google's continued positioning as a Gartner leader in conversational AI reflects the market's consolidation around cloud-native platforms with strong generative AI integration. This recognition matter...
Hey everyone, Full disclosure, I work at Geckoboard, and I wanted to share something we've built that might help some of you. We've put together an MCP that connects Claude, ChatGPT, and other AI tool...
A Genesys report has surfaced evidence that consumers are actively avoiding contact centre interactions, signalling a fundamental breakdown in how organisations are delivering support experiences. Rat...