Glance releases its 2026 CX Trends Report, revealing how last year’s rush toward AI reshaped — and often damaged — customer ...

PROVO, Utah and SEATTLE, Oct. 7, 2025 /PRNewswire/ -- Nearly one in five consumers who have used AI for customer service saw no benefits from the experience. That's a failure rate almost four times ...

Data from the State Administration for Market Regulation showed that in 2024, consumers filed 6,969 complaints related to intelligent customer service in the e-commerce after-sales sector, an increase ...

STAMFORD, Conn.--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in ...

Jen Spencer is CEO of SmartBug Media—a full-service digital agency helping businesses get the most out of their full customer life cycle. Few companies would admit to not focusing on their customers.

Consumers in Singapore are some of the most optimistic about the positive impact of AI on society, with 68% believing it will bring benefits. Yet fewer than half, just 40 per cent, trust companies to ...

Reverse-engineer success. Reverse-engineering customer success by analyzing what already works allows for clearer, more impactful goals and strategies. Focus on metrics. Shift focus to actionable, ...

Companies that outsource customer service functions to reduce costs may risk reducing their client list as well, Gartner warned Friday. In fact, the researcher predicted that through 2007 some 80 ...