Immediately after the November 20, 2025 release of the beta version of the SME scraping tool, AT&T detected that T-Mobile was scraping AT&T customer account data hosted on AT&T’s servers […] AT&T’s ...

Agentic AI moved from experimentation to real impact in 2025, reshaping customer experience, employee productivity, and ...

In customer experience leadership, it is easy to get swept up in the urgency of daily operations—handling complaints, fixing ...

As consumers turn to chatbots for inspiration, retailers are racing to adapt to a landscape in which algorithms are ...

The chief customer officer and senior vice president of airport operations sat down with Skift airlines editor Gordon Smith ...

Cheap Insurance reports that digital insurance claims are revolutionizing the process, offering immediate access, AI ...

Many growing e-commerce brands are outshining larger retailers when it comes to what happens after the "buy" button is ...

From unclear next steps to impersonal systems and delayed follow-ups, friction points—big or small—can quickly erode a ...

A Cinnabon employee in Wisconsin was fired after calling two customers the N-word. The bakery chain stated that the worker’s ...

Forty years of waiting tables taught Kathy Fisher a few things about customer service: Pay attention to the customer, stay ...

Despite the marketing sector’s focus on how AI can increase productivity and revenue, Horne emphasizes that human touch is ...

Management reported "accelerated macroeconomic headwinds from a pressured U.S. consumer" and cited a "challenging start to fiscal Q4 (period ending Jan. 31, 2026)" linked to the prolonged government ...