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

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

Love it, hate it, feel indifferent towards it: AI mania is here and showing no signs of slowing down. Ever since generative AI (GenAI) entered the mainstream with the public debut of ChatGPT in late ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. That’s the question we asked more than 1,000 consumers ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...