The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

Balance is key. Automation saves time and cuts costs, but human interaction is essential for complex moments like onboarding or troubleshooting. Personal touch matters. High-value customers benefit ...

DIfferentiation beyond AI is essential when companies have access to the same platforms. Leveraging employees in the customer ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...

A customer-first business strategy that prioritizes exceptional service, empowers employees and leverages feedback can transform satisfied customers into loyal advocates, driving sustainable, ...

Nikola Mrkšić is the CEO & Co-founder of PolyAI, a leading provider of enterprise-ready voice assistants built for customer support. Generation-Z (those born between 1995 and 2012) has been typecast ...