News
CS/CX
Hubspot's Global Dir. of Customer Success on how AI will make CSMs more valuable strategic advisors to customers
Daphne Costa Lopes of HubSpot discusses AI's emerging role as a 'co-pilot' for CSMs, unlocking ROI through efficiency and effectiveness.
Speedy bots make for skeptical customers, but the best CX teams lead with trust and authenticity
Strategic advisor Kim Ramsey highlights the risk of losing credibility if customers perceive AI tools as inauthentic or ineffective.
'AI for the sake of AI' won't solve CS challenges in healthcare, but clear objectives and full buy-in will
Deepali Joshi of Omada Health discusses the power of problem-first approaches to AI in healthcare, prioritizing strategic objectives over trends.
AI agent assist beats robotic humanless automation in high-touch retail CX
Kate Guenther, Aritzia's VP of Customer Experience, discusses AI's role in maintaining human connection while improving service quality.
Report says Florida's Medicaid hotline fails Spanish speakers, despite $12M investment
UnidosUS reports a multi-year operational breakdown in Florida's Medicaid hotline, affecting Spanish-speaking callers.
New Zealand raises consumer care standards for utility companies as costs climb
New Zealand's Electricity Authority mandates new Consumer Care Obligations for power companies, focusing on clear communication and fair fees.
Social Security's tech overhaul risks worsening customer service amid staff cuts
Social Security faces a customer service crisis as AARP reports a decline linked to staff reductions and office closures.