Freshworks Inc. (NASDAQ: FRSH) unveiled new capabilities at its flagship Refresh event, within Freshdesk, designed to help customer experience (CX) teams reduce response times, enhance resolution ...

Oracle's Rob Pinkerton discusses how to harness AI agents to avoid blind spots in data and processes, build a cohesive ...

Many customer-experience leaders, I’ve found, are bullish about the possibilities of using artificial intelligence to transform customer service. The opportunity to improve service availability, ...

We live in a world where politeness is a performance—and nowhere is that more apparent than in customer service. Whether you’re frustrated with a late delivery, disputing a charge, or just confused by ...