If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Janet Heller noticed it when she broke her arm and could no longer drive ...

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

High-quality customer service is essential to the success of any business or organization. The ability to bring customers and clients back for additional business is key to expansion and ...

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues ...

NPR's Juana Summers speaks with former customer service executive Amas Tenumah, author of Waiting for Service, on recent surveys showing Americans' dissatisfaction at record highs. American ...

Digital beings are coming into parity with the way humans think,” says Chetan Dube, an AI pioneer and the CEO of Quant.

If your customers were asked about the quality of your customer service, what would they say? Would they respond that your business offers superior customer value and superior customer support? The ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...

Rare is the company today that does not claim to be “customer-centric”. Anyone unfortunate enough to have sought assistance or redress from big business may quibble. Many interactions with customer ...

The future of ambulance and EMS reimbursement looks to be heading toward the same payment method that is common among physicians. Bonuses or incentive pay is typically based on performance that is ...