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 ...

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 ...

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

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 ...

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 ...

Today at NRF 2026, Google Cloud unveiled Gemini Enterprise for Customer Experience (CX), an agentic solution designed to bring shopping and customer service together on a single intelligent interface ...

What businesses have the top customer service according to consumers? USA TODAY, in collaboration with Plant-A Insights Group, presents America's Customer Service Champions 2024. It recognizes ...

A total of seven convenience store retailers made the new ranking, including: Buc-ee's (No. 13) QuikTrip Corp. (No. 16) Kwik ...

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

In the customer service arena in particular, enterprises are facing a historic labor shortage. Owing to burnout, flexibility and customer satisfaction challenges, agents are quitting at a faster rate ...