Where many economists, CEOs and workers see potential lost jobs as AI replaces human workers, Pankaj Monga sees a tool for ...

Mykyta Atamanchuk/Getty Images Salesforce has had over one million AI agent- customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen ...

A unified customer experience starts inside the company. It’s built on internal systems, processes and behaviors that prioritize what the customer needs, not just what is convenient for each team.

A Hispanic immigrant in Irving says she felt targeted and offended after receiving a Starbucks cup with a handwritten joke that read, “What do you call a sick eagle? Illegal.” The woman, who ...

When you remain centered on prioritizing customer needs and experiences, you create a foundation of trust and understanding that fosters long-term loyalty. The human connection in a digital world ...

Learn how to create a seamless digital customer journey across multiple channels for a frictionless buying experience.

Research reveals that driven by overwhelming’ demand, advanced artificial intelligence will drive more personalised, proactive and predictive support to transform customer experience delivery.

Starbucks is investing in more hours for baristas as other restaurant chains go in on AI.

CMSWire’s State of Digital Customer Experience 2025 report unpacked: real ROI drivers behind AI, personalization and customer data management.

Applying Lean principles to C.H. Robinson’s activities would start with a question, he said: “What is a customer willing to pay for?” “If you think about all of these steps that we do for a customer, ...

Starbucks is also reviving its community coffeehouse roots by reintroducing condiment bars, ceramic mugs, and handwritten cups, hoping to rebuild customer loyalty.

Jaz Brisack shares how they got Starbucks Workers United off the ground.