Customer service representatives working at a call center wearing facemasks and using headsets during the Covid-19 pandemic. The supply chain crisis has created a ripple effect of other crisis ...

In the world of customer experience (CX), 2021 was a whirlwind of change. Retailers continued to adapt to the unexpected effects of the pandemic, which were further exacerbated by global supply chain ...

It’s been a familiar and infuriating story during the pandemic: Hours waiting for an agent only to have the call dropped. The ordeal of rescheduling canceled flights. Delayed refunds. What gives? By ...

In 2018, Forethought, a startup looking to put AI to work across customer service, won the TechCrunch Disrupt Battlefield and soon after landed a $9 million Series A. Well, three years later that ...