Some of my work recently has been applying narrative-sensemaking techniques to customer service dialogues (typically recorded phone calls), which is a fancy way of saying helping companies find ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

The majority of customers today expect conversational interactions with customer service. Nuance Communications, Inc., the Intelligent Authentication Conference and the Opus Research Intelligent ...