Businesses risk losing trust, sales and customer loyalty when they rely primarily on AI for customer service. When customers ...

The Social Security Administration (SSA) has struggled with customer service for years. Declining staffing and funding have left North Dakotans in the lurch, dealing with long wait times on the phone ...

The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

Discover how adaptive selling tailors your sales strategy to customer needs, enhancing client relationships and boosting business success through customization.

Customers today are accustomed to highly personalized, seamless brand experiences. Waiting until something goes wrong is no longer an option in customer experience (CX). That's why forward-thinking ...

Twenty-four-hour customer support with zero hold time, infinite personalization, customized care, and behavior-based response are all aspects of the customer experience that will be expected sooner ...

Like Tom Cruise’s character in the film “Minority Report,” BMW wants to predict future wrongs in order to prevent them from happening. Except, in this case, the future “crime” is postponing a service ...

Forbes contributors publish independent expert analyses and insights. Kathleen Walch covers AI, ML, and big data best practices. Sep 29, 2024, 11:42am EDT Many companies are turning to AI to help with ...

As business leaders gear up to improve their company's performance, many look for a "silver bullet" to give them an edge. However, the answer they seek is not some imponderable mystery. The answer is ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Opinions expressed by Entrepreneur contributors are their own. Customer service has never been more important. Today’s customers not only desire fast and seamless service but also expect a ...

While Michael Connelly writes mysteries, in all his books, there’s a real undercurrent of lessons about how we can approach customer needs. I live in Southern California, so it’s no surprise I spend a ...