Customer experience is facing a reckoning. After years of investment in digital tools and AI, Forrester’s latest US Customer Experience Index shows CX quality is at its lowest point since tracking began. AI-driven chatbots, once heralded as the future, have played no small part in the decline.

Today, with the recent advances in artificial intelligence, expectations for social media customer service are higher than ever. The integration of AI and automation is now transforming social media customer service, enabling businesses to provide faster, more efficient, and potentially personalized customer support that wasn’t possible the first time around.

Business is not a game of inches anymore. It’s a game of centimeters—or smaller—with razor-thin margins for error. Organizations are putting every investment under the microscope to prove their value to the bottom line, including customer experience (CX) programs. Under this increased scrutiny, any project that can’t prove a financial return is at risk of…

With competition fierce, CSPs need to prioritize retention over acquisition and realize that keeping customers is just as valuable as enticing new users. According to Casey, many are turning to AI to help support the effort.

Manual payment systems are hindering healthcare providers’ efficiency and impacting their revenue. Digital payments, meanwhile, are poised to revolutionize the industry, improving cash flow, reducing risk and enhancing patient satisfaction.

Subscription-based services have reshaped the way businesses generate revenue and how consumers engage with brands. But has the explosion of subscriptions created more frustration than convenience?