Customer service can often be viewed as the “kicker” to an organization’s “football team.” It may not be the most glamorous or noteworthy position, but when the game is on the line with time expiring, ...

Artificial intelligence (AI) is transforming customer service from a reactive, labor-intensive function into a proactive, data-driven advantage. With the rise of —ranging from intelligent chatbots to ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Generative artificial intelligence, digital customer service, and conversational user interfaces (CUIs) will transform customer service and support by 2028, according to research firm Gartner's Hype ...

What's the fate for customer service and support agents, particularly? One analyst firm says, "Yes, generative AI will replace customer support agents." Gartner released a prediction this week that ...

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

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 ...

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 ...

According to a recent legal industry study, 1 85% of United States lawyers report that client satisfaction is critical to success, yet only 37% of those surveyed are formally measuring client ...

Life is full of potential stressors and distractions. Few things are more stressful than realizing you have a problem with a product or service you purchased, and you need to speak with customer ...

Life is full of potential stressors and distractions. Few things are more stressful than realizing you have a problem with a product or service you purchased, and you need to speak with customer ...