The exact type of information in a customer service management system varies somewhat depending on the type of services the business offers. These systems should provide a complete record of ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Julia Kagan is a financial/consumer journalist and former senior editor, personal finance, of Investopedia. Somer G. Anderson is CPA, doctor of accounting, and an accounting and finance professor who ...

Chatbots and generative AI are set to take centre stage in the future of customer service, but challenges remain to be addressed In fact, generative AI is predicted to boost the world economy by up to ...

Society is in a new age of digital customer service where on-demand help is expected 24/7, 365 days a year. Brands are recognising that customer service is an integral part of the customer journey, ...

Customer relationship management (CRM) providers have tailored their offerings for the small business market, providing software-as-a-service options, integration with other technologies, and an ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

For many businesses in retail, customer data is still an elusive thing. As a business owner, you probably know that collecting customer data is important, but knowing what to do with it afterwards is ...

A local government uses a centralized customer service system - sometimes called 311 - so residents can call a centralized government phone number, place requests for service and are assigned tracking ...

The newly launched AI chatbot is designed to help businesses manage high volumes of customer queries across digital channels, ...