Gartner predicts half of firms that cut customer service staff due to AI will rehire by 2027 as enterprises rebalance automation and human support.

A sight letter of credit is a document from a bank that promises payment to a seller for goods or services, provided that other contractual provisions are met.

Editor's note: The IAPP is policy neutral. We publish contributed opinion and analysis pieces to enable our members to hear a broad spectrum of views in our domains. On 3 Dec. 2025, significant ...

Switching costs are zero. Expectations are high. Learn the strategies that stop churn and keep customers engaged for the long haul. The definition of customer loyalty has evolved dramatically. It's no ...

Getting customer service management (CSM) right has the potential to transform your business into a customer satisfaction powerhouse, and the benefits don’t stop there, either. In fact, optimizing ...

Salesforce's stock has dropped 36% from its high due to slowing revenue growth, but the company remains a dominant, highly profitable CRM leader. The business model's stickiness, high switching costs, ...

To drive growth, companies should transform customer support from reactive to predictive and proactive. Using foresight, ethical data and strategic alignment can turn customer experience into a key ...

The Ninth Circuit joins its sister circuits and affirms a “bright-line” FINRA definition of “customer.” Investors must have direct transactional relationship with member firm or associated person in ...

This content has been selected, created and edited by the Finextra editorial team based upon its relevance and interest to our community. Customers aren’t ‘buying’ companies’ improved customer ...

I fly a great deal. That isn’t bragging, as anyone who has ever traveled in a post-9/11, post-COVID world knows that air travel isn’t quite the pleasure cruise it once was. That being said, there was ...

There's bad customer service — and even worse bogus customer service where anyone can easily be taken by a scammer with a quirky accent who demands a credit card on the spot when you call a fake ...