SAN FRANCISCO, Nov. 21, 2024 /PRNewswire/ -- Zingly.ai, the GenAI and digital-first CX Center provider, released survey results indicating a critical gap in current customer experience offerings, ...

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 ...

One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

You’re gonna love me for this. Say you’re calling customer service because you need help. Maybe your bill is wrong, your service is down or you want a refund. Instead of a person, a cheerful AI voice ...

Six years ago, I wrote a column about how infuriating calling customer services could be, writes Dr James Williams.

It’s a common scenario: a customer receives a call from an unknown number. Assuming it’s spam, they decline the call and continue on with their day. Only hours later, upon listening to the voicemail, ...

Forward-looking: Most people dread calling customer service numbers because it usually means navigating a menu of automated options and then waiting on hold while listening to elevator music, ...

LAS VEGAS — T-Mobile has been directing more of its customer service calls to actual human beings. What a concept! And as a consequence, its Net Promoter Scores, which measure the likelihood to ...