Bryan Wassel

The class-action lawsuit claims that remote customer service agents had to purchase their own equipment without proper compensation, resulting in lost overtime wages.

Most leaders say AI will be critical for CX in two to three years, giving companies time to find the applications that best fit their needs, according to a Genesys survey.

The company is focusing on AI-powered tools to track potential service disruptions, keep agents informed and streamline the shopping process.

The company aims to reduce customer turnover to maintain wireless service revenue growth with the help of AI and more customer choice.

Lack of alignment across departments is reducing CMOs' confidence in their ability to follow through.

The restaurant will expand its Ready on Arrival system to six major markets to help speed up mobile order fulfillment.

The company is building faster order fulfillment, revamping in-store ambiance and bringing back Sharpies to improve customer experience.

The drive-thru accounts for 70% of transactions, and the company is focusing on improvements, including AI, that can enhance the drive-thru experience.

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CX Dive Thai Phi Le/CX Dive The technology in has improved drive-thru and delivery experiences as well as employee satisfaction, according to Tanner.