Customer service can be a "really, really difficult job." Will AI make it easier — or cause even more headaches?

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 ...

Deaf and hard of hearing people are often an afterthought when companies design customer experience workflows, and those companies are leaving money on the table, according to Greg Pollock, division ...

The news: AI can quickly take care of customer service queries, but concerns remain about how it can obscure the path to human assistance, whether it offers a worse resolution journey, and if it ...

This week was a drama-filled example of a customer “gone wild” when an incredibly frustrated customer service recording from Reddit was made public on YouTube. Picture a client, who for three hours ...

I recently experienced two epic customer service fails. Like many things in life, we can all learn a lot when things go awry—that is, if we pay attention. Epic Fail #1: After a three-hour drive to a ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

The following is a lesson in how not to win customers and influence people. I’m the first to admit it, I am a tech head. Worse, I am a Mac Tech Head. I am also an early adapter. In 2007, I stood in ...

The cliché goes: “We can learn from our mistakes.” And it is true, especially as it applies to customer service. No matter how good we are, nobody can be perfect, although it is a lofty goal. At ...