Verizon is scaling back a customer perk it introduced last year as it navigates a more competitive wireless market.

Photo: Getty Images. Illustration: Reagan Allen. Businesses spend millions of dollars every year on marketing schemes to draw in new customers. As important as that is, businesses should really be ...

Telus is warning Canadians to keep an eye on their accounts after a security incident exposed some customers' personal ...

Coca-Cola once tried something similar, but reversed course just 79 days later.

Ten years ago, only the most technologically advanced companies used AI—although it barely resembled what companies use today when communicating with customers—and it was very, very expensive. But not ...

Effective customer service requires a balance of automation and personalization. Automation tools like chatbots are cost-effective and can provide 24/7 support, but too much reliance on them can ...

Businesses are increasingly turning to AI and personalised data to become more efficient. Will that leave workers earning ...

You’re talking to a friend in a coffee shop … and responding to several missed text messages. You’re on the phone with your aunt … and purging your inbox. Sound familiar? It’s easy to see why ...

Employees are “quiet quitting.” Daters are “ghosting.” Now, a similar behavioral shift is emerging in financial services: “soft switching.” This phenomenon describes banking, credit card, and ...

In today’s hyper-connected world, passive customer engagement is no longer enough — businesses must proactively deliver timely, relevant value within customers’ existing digital journeys to truly ...