Customer Relationship Management

Businesses hope the artificial-intelligence technology behind ChatGPT can turn ordinary chatbots into impressive fonts of information, potentially transforming customer service. But many…

When Teresa Kurtz ‘s 78-year-old mother accidentally locked herself out of her home last week in Cedar Rapids, Iowa, she pulled out her Jitterbug flip phone to…

No matter how many times you yell “representative” into the phone, you won’t reach an employee at Frontier Airlines.The budget carrier dropped its phone service option last month, leaving…

For nearly three decades, Amazon.com Inc. AMZN -3.27% has been defined by its obsession over customers. Recent information, however,…

More casual-dining restaurants and takeout joints are dispensing with direct phone lines, opting instead to divert customer calls to voice bots.Pushing customers who call in orders and…

She and her husband regularly rotate through the big streaming services, canceling one and signing up for another depending on which is carrying the shows they want at a given time. They…

One of Canada’s largest telecommunications companies, Rogers Communications Inc., RCI -1.02% reported Friday…

The pandemic made shopping for Instacart Inc. one of the hottest jobs in the supermarket business. Now, it is getting tougher.Instacart workers, who fulfill online orders for consumers, say…

Zappos.com Inc. has named Amazon executive Ginny McCormick as its first chief marketing officer in its…

Some tech companies are slow to share details about hacks of their products, leaving customers vulnerable to disruptions and uncertain how to respond as information trickles out.Cyberattacks…