In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

Businesses thrive on two critical factors: visibility and customer satisfaction. Achieving these may require innovative approaches. In my experience, two highly effective strategies are going live on ...

AI-powered customer service chatbots could be the always-on agents your team needs—fast, scalable, and smarter with every interaction. Customer expectations have shifted sharply toward instant, always ...

Even in a blazingly fast, digital-first world, our society’s relentless pursuit of procedural and experiential optimization is probably always going to have a stubborn wrench stuck in the gears: ...

Brands are discovering that using AI provides a more customized, reliable shopping experience. Marketers say conversational AI is taking some of the pressure off of live customer service. Two major ...

Customer service has rarely been a field that earns raves from the people it assists. Long hold times and maddeningly frustrating conversations that result in being transferred from department to ...

Delivering seamless digital interactions across every touchpoint is more critical than ever in today’s travel landscape, especially during major travel disruptions. Using AI tools behind the scenes ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. AI, machine learning, NLP (natural language processing) and ...

A Frontier Airlines plane lands at San Francisco International Airport on May 12, 2022 in San Francisco, California. According to a report by the Bureau of Labor Statistics, airline fares surged 18.6% ...