Percent of U.S. Brands saw declining CX Index scores for the second year in a row, Forrester reported at its CX Summit.

These quiet consumers are known as shadow buyers, specifically because they lurk in the shadows as they seek to learn about the products and services available to meet their needs. They’re researching ...

In the hotel industry, Canary Technologies, a provider of AI-powered guest management technology, is one of the leaders. The company supports more than 20,000 hotels worldwide, including Marriott, ...

Across the customer service world, the advantages of self-service for companies and customers are clear. But the best way to drive customers to self-service is a lot murkier. For some, the thought was ...

One way or another, companies will need a way to verify that a bot is acting with consent—and maybe even how much it knows about what it’s doing. Second, process. Once we know who the agent is, what ...

First, economics are improving. Thanks to advances in training and infrastructure, the cost of processing speech has fallen by an order of magnitude, from around $2 to $5 per hour of audio to just ...

Hospitality outlets can now take advantage of voice ordering to increase revenue and retention. VCs see exciting opportunities for the technology in the B2C and B2B sectors.

Today, it’s much more common for firms to have to compete for work through formal purchasing processes—and, even when firms win these competitive pursuits, they are often required to deliver services ...

Wildfire Systems, provider of a financial technology platform that powers loyalty and reward programs and shopping companions, today introduced a solution enabling consumers to earn cashback and ...

Aquant, providers of an agentic artificial intelligence solution for service professionals, has launched Retrieval-Augmented Conversation (RAC), an AI model that engages users in fully guided, context ...

LocaliQ, the digital marketing solutions business of Gannett, today unveiled its next-generation conversational AI Voice Agent, a feature within Dash by LocaliQ, its artificial intelligence-powered ...

Talkdesk Travel and Hospitality Experience Clouds are industry-specific customer experience solutions powered by agentic AI.