As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

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

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

Data from the State Administration for Market Regulation showed that in 2024, consumers filed 6,969 complaints related to intelligent customer service in the e-commerce after-sales sector, an increase ...

The rapid pace of artificial intelligence development, combined with the rise of AI-powered chatbots, has led to a common assumption that AI customer experience must be successful for businesses that ...

Dear Editor, I am writing to draw attention to a customer service breakdown at Jamaica Public Service (JPS) that should alarm ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

Forbes contributors publish independent expert analyses and insights. Alison Coleman is a U.K.-based journalist who covers entrepreneurs. AI is transforming customer retention strategies, but does it ...

Why your inbox is overflowing with questionnaires asking you to rate your experience on a scale of 1 to 5 ...

Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support ...

When you're a business owner, it's hard to be everywhere at once — even though, your venture kind of demands it of you, especially if you're a solopreneur. Luckily, there are lots of tools on the ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...