There’s nothing worse than a bad customer experience. In fact, 66 percent of customers say that a bad experience can actually ruin the rest of their day. And whether or not we’d like to admit it, most ...

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

Today's customer journey requires interacting with users across multiple touchpoints. Purpose-built AI can help streamline customer touchpoints and history to help meet CX expectations. NICE offers ...

Today at NRF 2026, Google Cloud unveiled Gemini Enterprise for Customer Experience (CX), an agentic solution designed to bring shopping and customer service together on a single intelligent interface ...

Stephen Covey’s 7 Habits offer a surprisingly practical blueprint for CX teams navigating AI, alignment and rising customer expectations. Stephen Covey's timeless principles from "The 7 Habits of ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...

Like quicksand, managing customer expectations is hard to stay on top of — a problem that’s exacerbated when 52% of customers drop a brand after a single negative experience. Thankfully, with ...

Customer service and support platform Intercom this week unveiled the latest phase of its mission to infuse AI into every step of customer service, introducing Fin AI Copilot, an intelligent assistant ...

One-size-fits-all customer experience playbooks don’t exist — and for good reason. Every business has distinct customers with distinct feelings, needs and preferences. It’s up to you to define what ...

Here’s how to ensure your customers are getting the help they need and coming away with a positive impression of your company. Companies spend tens of thousands of dollars (or more) promoting their ...