From Zero to Hero: How CX Enabled a Major US Telco to Address Churn

In 2010 and then again in 2014, Comcast, was named the “Worst Company in America” by The Consumerist, the influential consumer affairs authority. Over the years, the telecom company continued to gather many more such dubious distinctions; including the lowest ever customer satisfaction ratings recorded on the American Customer Satisfaction Index (ACSI). ...

Complementary or competitive? Why it’s the right time to embrace AI

AI often creates a dichotomy: for some, it conjures images of machines taking over the world, generating competition for jobs and instilling fear, uncertainty, and doubt. For others, embracing this technology presents an exciting opportunity to adopt new, more efficient, and productive methods to fuel business growth. ...