How artificial intelligence is helping to create new conversational customer experiences and customer journeys, boosting loyalty, increasing engagement, and growing sales. The customer journey is ...

Welcome to CMSWire’s dedicated channel to AI in Customer Experience. Here, you’ll find the latest news, insights and trends shaping the fusion of artificial intelligence with customer service ...

Marc McCrery — vice president for customer experience at USPS — said that, coming out of the COVID pandemic, the agency was receiving up to 100 million calls and 13 million service requests.