Prioritize customer needs. A customer-centric approach can help you use customer expectations to guide your CX decisions. Create a service strategy framework. Use AI-powered customer support to ...
Air Canada’s chatbot made headlines in 2023 for giving a customer incorrect refund information—and the airline was held liable. A Canadian court found Air Canada liable for negligent misrepresentation ...
Rick Watkin is President & CEO of KUBRA, a leading provider of customer experience management solutions for utilities and other industries. Customer experience used to rely heavily on face-to-face—or ...
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