Glance releases its 2026 CX Trends Report, revealing how last year’s rush toward AI reshaped — and often damaged — customer ...

As pandemic headwinds beset brands, they’ve had to deal with increasing customer service challenges ranging from providing a consistent experience during digital transformations to scaling service ...

Outsourced social media customer service has rapidly become one of the most strategic investments for companies that rely on ...

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 ...

There's bad customer service — and even worse bogus customer service where anyone can easily be taken by a scammer with a quirky accent who demands a credit card on the spot when you call a fake ...

Businesses are rapidly adopting AI solutions to streamline interactions, handle vast amounts of customer inquiries, and offer swift responses. However, as efficient as AI is, it comes with a caveat: ...

Emplifi’s social care analysis found new patterns emerging for airline brands, with social AI agent implementations surging while activity on X sharply declines leaving room for improvement NEW YORK-- ...

Predicting the outcome of the NCAA men’s Division I basketball tournament — an event where upsets are celebrated wildly and the outcome is notoriously difficult to foresee — is nearly as competitive ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...