Most companies dread customer complaints. They see them as signs of failure, something to hide in the helpdesk or smooth over with a canned apology. But if you zoom out, complaints are one of the most ...

Globe Telecom Inc. is ramping up its efforts to make reliable, high-speed internet accessible to more households by focusing ...

When trial users don’t convert, most product teams look at the usual suspects: onboarding emails, pricing objections, or ...

In a landscape where consumers rarely give second chances, real-time behavioral intelligence is becoming the new foundation for exceptional customer experience.

Coinbase expects to pay $180 million to $400 million relating to remediation costs and voluntary customer reimbursements related to this incident, which saw attackers gain access to users personal ...

Qualtrics, which collects data on consumers, employees, and brands, is leaning into agentic AI. Its product president said the tech helps companies act on feedback faster and make better decisions.

Marks & Spencer has admitted that customer data was stolen in a cyber attack that has crippled the retailer. The high street giant said it would be writing to millions of customers on Tuesday to ...

The airline with the first flight delays in the UK has been named and it's not Ryanair, Jet2 or easyJet. Air India was found ...

AT&T uses AI to categorize 40 million customer service calls annually. ChatGPT initially helped but was costly, so AT&T developed a cheaper, faster open-source AI system. This article is part of ...

Equally important is reputational capital: customer NPS surveys list “trust” as a top‑three reason for renewals, and marketing teams now pitch secure‑by‑design as a brand pillar.

A popular community pub has hit back at a customer who left a negative review criticising the place. After eating at The Hulton Arms on Bank Holiday Monday, the woman left a scathing review on the ...