Japanese telecommunications giant SoftBank recently announced that it has been developing "emotion-canceling" technology powered by AI that will alter the voices of angry customers to sound calmer ...

The goal of the customer service is to ensure customer satisfaction and to enhance customer loyalty. But despite the billions of dollars companies spend on customer service programs, our interactions ...

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Verizon’s outage yesterday was bad, but it proved the company knows one thing: When things go wrong, humans want to speak to ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...

*Refers to the latest 2 years of omaha.com stories. Cancel anytime. Jennie Wong Something has gone wrong with one of your customers. One of your employees has made a mistake or maybe you were the one ...

As consumers turn to a wider array of channels for help and expect faster responses, it has become more challenging to provide customer service. Research shows that customer service that shows empathy ...

Good customer service seems like common sense for businesses. But how valuable is it really? John Mitchell is President of Applied Marketing Science, a market ...