News
Moving beyond the 'fix-it squad' and leveraging customer service to uncover upstream flaws
Michelle Norcross, a CS executive at Fifth Third Bank and ex-Avon and Luxottica, discusses the importance of engaging with customers to reinforce brand trust.
Service stays human at Lowe’s, as AI helps associates deliver faster, sharper CX
Lowe's VP of Digital Customer Experience Gaurav Dixit on leveraging AI to elevate human expertise and personalized customer service in home improvement.
How 'digital exhaust' is choking CX, and AI won’t move the needle until the friction is cleared
GTM and CX expert Kennedy Pereira discusses the importance of data quality in AI integration.
AI is often demoed under controlled conditions, but only live pressure tests can determine CX outcomes
Shawn Zhang, Co-Founder and CTO of Sanas, discusses evaluating AI on its failures, not just its successes.
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.
Tariff tightrope keeps tech on edge and consumer outcomes unclear
Ashank Dubey, Sr. Advisor of Product Marketing at Dell Technologies on U.S. tech tariffs and market volatility.
Tech powers hospitality CS, but humans drive the guest experience
Joshua Viner of TravelAI on how AI is transforming hospitality, but human oversight is essential for memorable service.
Hooters launches internal AI culture ally called Owlbert in pursuit of 'guest-obsessed' experiences
HOA Brands, parent company of Hooters, launches Owlbert, an AI tool, to reinforce culture and improve employee engagement.
AI-driven threats spur Palo Alto Networks to boost defenses with Protect AI acquisition
Palo Alto Networks plans to acquire Protect AI for $500-$700 million to grow its AI security capabilities.
AI
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Tech powers hospitality CS, but humans drive the guest experience
Joshua Viner of TravelAI on how AI is transforming hospitality, but human oversight is essential for memorable service.
Inside the human-first AI adoption trend, prioritizing people and psychological safety over tech
Alicia Picard of Connext advocates for a "fail forward" culture to foster innovation and psychological safety in AI adoption.
As AI hype wanes, substance beats showmanship as experts demand measurable impact
Mike Haylon, GM of Asana's AI Studio, discusses practical AI deployment over hype, focusing on real-world value and ROI.
Klarna's AI experiment hits limits, reverts to human-first workflows as a path to future automation
Klarna is scaling back its AI-first customer service strategy, acknowledging the need for human interaction to maintain service quality.
Automotive
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Can Tesla's new AI agents mend its service reputation?
Tesla introduces AI agents for vehicle repairs and insurance customer service to improve communication and expedite resolutions.
Hertz bets on AI for vehicle inspections, but will customers pay the price?
Hertz partnering with Israeli AI startup UVeye to deploy AI-powered vehicle inspection systems at major U.S. airports, starting in Atlanta.
Car buyers rush to lock in pre-tariff deals, with used market set to surge
Anderson Economic Group says tariffs may add $2,500 to $12,000 to vehicle costs, impacting both consumers and the supply chain.
CS/CX
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Moving beyond the 'fix-it squad' and leveraging customer service to uncover upstream flaws
Michelle Norcross, a CS executive at Fifth Third Bank and ex-Avon and Luxottica, discusses the importance of engaging with customers to reinforce brand trust.
Service stays human at Lowe’s, as AI helps associates deliver faster, sharper CX
Lowe's VP of Digital Customer Experience Gaurav Dixit on leveraging AI to elevate human expertise and personalized customer service in home improvement.
How 'digital exhaust' is choking CX, and AI won’t move the needle until the friction is cleared
GTM and CX expert Kennedy Pereira discusses the importance of data quality in AI integration.
When things go wrong, strategic CS turns crisis into trust and stops churn before it starts
DeepHow's Chief Customer Officer De'Edra Williams on the importance of honesty and alternative solutions for CS teams.
Finance
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AI is transforming finance, freeing teams in every department for higher-impact work
Brex's Head of Business Systems, Kaushik Patel, envisions AI reshaping payments and expense management, moving away from traditional banking methods.
Bank of America bets big on AI, channeling $4 billion to boost productivity
Bank of America allocates $4 billion of its 2025 tech budget to AI, nearly a third of its $13 billion annual tech spend.
Latest
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While AI erodes the traditional support role, the pillars of great CS are only getting stronger
Kenji Hayward of Front discusses the importance of a solid support foundation before integrating AI in CS.
Tariff tightrope keeps tech on edge and consumer outcomes unclear
Ashank Dubey, Sr. Advisor of Product Marketing at Dell Technologies on U.S. tech tariffs and market volatility.
CFPB retreats on BNPL regulations, raising fresh consumer protection concerns
The CFPB says it will no longer prioritize enforcing a 2024 rule that extended credit card-like protections to BNPL users.
AI-driven threats spur Palo Alto Networks to boost defenses with Protect AI acquisition
Palo Alto Networks plans to acquire Protect AI for $500-$700 million to grow its AI security capabilities.
Retail
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eBay bets on AI overhaul to reclaim e-commerce relevance, targeting niche strengths
In an effort to reclaim relevance through providing modern CX, eBay introduced a new AI buyer-focused shopping agent for personalized product discovery.
How rushed AI adoption and implementation can backfire on enterprises requiring CX precision
Brad Meiller of Spectrum Brands discusses the importance of well-planned AI implementation, and maintaining human empathy in customer interactions.
If conversational consumerism is the future, are retailers prepared?
OpenAI introduces enhanced shopping features in ChatGPT. Are brands prepared?
Tariff pressures may offer a rare breakout moment for retailers to better connect with consumers
Tim Zawislack, retail expert and ex-CDO at Conair, says brands heavily reliant on Chinese manufacturing face challenges in passing costs to giant retailers.
Telecom
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To combat rising churn, Verizon taps AI-driven sales led by its CS teams
Verizon reports increase in sales through its CS teams after deploying Gemini AI assistant.
Travel and Hospitality
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Data and instant gratification through great CX—not points—are redefining hotel loyalty
Ellis Connolly of Laasie on instant gratification and rewards to enhance hospitality engagement and drive revenue.
Airbnb leans into 'AI-driven travel' trend, challenging hotels with new services and experiences
Airbnb is transforming into a full-service travel concierge, launching AI-personalized “Services” and curated “Experiences” in hundreds of cities.
Airbnb's AI CS push aims to rebuild trust amid travel industry shifts
Airbnb deploys AI customer service agent in the U.S., reducing the need for human agents by 15%.
Newark's air traffic crisis exposes urgent need for U.S. aviation overhaul
A major aircraft tracking failure at Newark Liberty International Airport highlights the urgent need for an overhaul of the U.S. aviation infrastructure.