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

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

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you want an idea of how far customer service has fallen — and how ...

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 ...

After asking his satellite company to change his TV service from wired to wireless, Scott M. Broetzmann spent months trying to get the job done. First, technicians failed to show up for scheduled ...

Corrections & Clarifications: An earlier version of this story misclassified Chewy.com The company is an online shop. Retail giant Amazon, online fast-fashion retailer Shein and confectionary brand ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

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