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Lenovo’s Customer Service AI Chatbot Got Tricked Into Revealing Sensitive Information. Here’s How.

IRS Customer Service Data More Negative Than Told, Audit Says

Bank reverses decision to replace 45 customer service staff with AI chatbot

What Sits at the Center of the Digital Experience Stack?

11 customer experience conferences to attend in 2025

Walmart Realm adds new digital storefronts to woo Gen Z, Gen Alpha

More than a Store: My dinner at Wegmans

Target and Ulta’s ‘conscious uncoupling’

Tale of Two Countries: US vs. Japan in Customer Experience and AI

A Customer Service AI Agent Spits Out Complete Salesforce Records in an Attack by Security Researchers

Consumers Love AI Search and In-Store Shopping — and Retailers Need to Deliver Both

Amid IRS personnel shakeup, agency stalled for months on customer service strategy

Google’s AI pointed him to a customer service number. It was a scam.

Levi Strauss chief digital tech leader talks customer experience, e-commerce strategy

From Headset to C-Suite: Miranda Collard on CX Leadership

Legacy Contact Center Metrics Are on the Way Out. Here’s What Will Replace Them.

The Path to Conversational AI Must Follow the Customer Journey

Zoom’s Vision for Agentic AI-Driven Customer Experiences

Special Delivery: USPS Customer Experience Gets Major Upgrade

Target, Ulta to end partnership

Fiserv, UPS, and Regions Bank on Creating the Data Foundation for an Optimal Customer Experience

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