AI has been helping CX agents in many ways. Now it promises to help them relieve some of the stress of dealing with angry customers. Softbank Group’s telecom arm developed an AI tool which softens the ...

Store policies exist to ensure fairness for both customers and staff. This man encountered a customer who wanted to return a faulty phone. Their store policy was a 7-day exchange or refund. It had ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...

Verizon (VZ) had a rough start to 2025 — many customers made the harsh decision to cut ties with the company after it implemented a series of price increases. In Verizon’s first-quarter earnings ...