Ditch the customer service script and see how acting human improves service. “I want to be a robot.” That’s what the job candidate told me during her interview, and she meant it. Her ideal job was one ...

We spoke to Verizon's consumer group CEO about how he sees Google Gemini revolutionizing customer service quality.

Across the customer service world, the advantages of self-service for companies and customers are clear. But the best way to drive customers to self-service is a lot murkier. For some, the thought was ...

Flowserve Corporation and Chart Industries, Inc. merge for $300M synergies, sparking investor skepticism on growth and strategy. Click for my take on FLS and GTLS.

Zomato has laid off around 500-600 customer support employees due to non-performance and is leaning on AI to automate job functions. Impacted employees claimed they were terminated without notice.

Zomato lays off 600 customer support staff as AI tool Nugget takes over, reducing the need for human intervention. The move is part of Zomato's cost-cutting and efficiency efforts amid fierce ...

Zomato has laid off as many as 600 customer support associates within just a year of hiring them at a time when it has been increasing the use of artificial intelligence (AI) ...

Zomato has laid off nearly 600 customer support associates within a year of hiring them, a report claims. This move comes as the company reportedly experiences slowing growth in food delivery and ...

Shopify has laid off employees in its customer support organization, BI has learned. This division of the company has undergone multiple rounds of smaller, quiet layoffs since 2022. The e-commerce ...

America’s Best Customer Service 2025 highlights companies that excel in delivering the best customer experience using a variety of measures, including public data and a large-scale confidential ...