Media Coverage

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.

Healthcare firms are grappling with inefficiencies and risks stemming from manual payment systems, according to a PYMNTS report.

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…

A payment processing platform would benefit the business and its customers. Still, they must find time on their never-ending to-do list for an affordable and reliable option.

At ETA Transact 2025, Sukanya Madhavan explained how CSG’s payments division is evolving to serve 140,000 businesses by focusing on real-world usability, integration simplicity, and the right kind of AI.