Phrasee announced new AI technology that allows brands to better understand customer language preferences and automate hyper-personalized experiences. London-based enterprise SaaS platform Phrasee, ...

More than half of global executives — 58% — said that customer experience is the number one business priority facing their businesses, according to a recent report published by Harvard Business Review ...

How brands talk about their customers can trickle down to how they treat them. Traditionally, customer engagement wasn’t about “engaging” with customers at all. Instead, it was about deflecting and ...

On November 24, LG Uplus announced that it has enhanced its 'AI Customer Language Converter,' which generates customer-centric language using artificial intelligence (AI). The company explained that ...

The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...

When you’re forced to give a customer an answer that isn’t their first choice, perception counts for a whole lot. These conversations are where intuition, tone, and empathy can swing the pendulum one ...

Vasco Pedro, CEO and Founder of Unbabel, recently told me a story when I spoke to him on my podcast about his experience with British Airways' customer service facilities in Portugal. He told me that ...