The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

The Social Security Administration (SSA) has struggled with customer service for years. Declining staffing and funding have left North Dakotans in the lurch, dealing with long wait times on the phone ...

Trust is built through genuine human connection, so AI should support human service — not replace it.

As business leaders gear up to improve their company's performance, many look for a "silver bullet" to give them an edge. However, the answer they seek is not some imponderable mystery. The answer is ...

Of the many things that can help drive sales for your business, perhaps few could be more important than customer service. While your core products or services may get most of your attention during ...

In today’s fast-paced business landscape, customer service is no longer a support function. Advancements in technology have transformed the contact center into a core value driver for the business.

Twenty-four-hour customer support with zero hold time, infinite personalization, customized care, and behavior-based response are all aspects of the customer experience that will be expected sooner ...

Don't miss the big stories. Like us on Facebook. To the Editor: Social Security has struggled with customer service for years. Declining staffing and funding has seen the Social Security ...

While Michael Connelly writes mysteries, in all his books, there’s a real undercurrent of lessons about how we can approach customer needs. I live in Southern California, so it’s no surprise I spend a ...

Opinions expressed by Entrepreneur contributors are their own. Customer service has never been more important. Today’s customers not only desire fast and seamless service but also expect a ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Abraham Maslow was an American psychologist who created a ...