Customer Experience (CX) keeps changing as new technologies, higher expectations, and digital behaviors influence how people want to interact with companies. With so many reports and statistics available, it can be hard to know which numbers truly matter or what actions to take.
The days of telephone and email-only support are long gone. As technology evolves, businesses are expected to meet customers wherever they are. This is especially true in customer service. Whether someone is on their phone or online, they want answers at a moment's notice. They also expect to pick up a conversation started on one channel and finish it on another. Customers want consistent support on every channel, but many teams can't deliver it because their systems don't work together.
IT teams are handling more work than ever, and the challenges they deal with are growing just as quickly. AI is changing how organizations operate. Cloud costs are increasing and becoming harder to predict. Data lives in many systems at once. And new regulations, new threats, and new expectations keep showing up for IT leaders to address.
BastionGPT is an AI tool designed explicitly for healthcare professionals. It utilizes the most powerful AI models to answer questions based on reputable healthcare, summarize documents, and transcribe audio files. All while keeping healthcare information private and maintaining compliance with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
Managing a high-performing call center requires more than recruiting, training, and retaining a team of talented agents and using the latest, most useful AI-powered software.
Customer service is changing faster than ever. Customers now expect support that feels personal and quick with little effort, no matter where or how they reach out. In 2026, the best service teams are combining technology and empathy to make every interaction feel simple and human.
We want you to think about your most recent positive customer service interaction. Why do you think the interaction went well? It's likely because the individual assisting you was sympathetic to your situation and effectively addressed your problem or satisfied your need.
The customer experience environment is changing. Customers now expect faster, more personal service across every digital channel. Regrettably, many companies still use outdated systems that slow their contact centers down.
As we enter upon and continue through 2026, IT Service Management (ITSM) continues to change faster than ever. Artificial intelligence, automation, and new security priorities are redefining how IT teams support their organizations.
Customer Effort Score (CES) is a customer experience survey metric that measures the perceived effort customers must exert to use a company's product or service. CES metrics are collected via surveys across various touchpoints in a customer's journey.
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