Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. As AI becomes more sophisticated, how will we maintain the ...

Not all forms of customer loyalty are created equal. Long-standing Gartner research indicates a clear difference between decreasing the probability of customer defection on the one hand, versus ...

Retailers today are experiencing a massive transformation in how customers are shopping. In fact, North American e-Commerce sales have seen an impressive increase of 146% growth in all online retail ...

2023 will be remembered for a lot of things, but for many, it will be the year when budget reductions, cost-cutting and layoffs were front of mind. In the tech sector alone, more than 240,000 jobs ...

Reduce cognitive overload. AI helps simplify decision-making by reducing cognitive overload. It allows employees to focus on what matters most and increases productivity. Enhance human empathy.

The Fast Company Impact Council is an invitation-only membership community of top leaders and experts who pay dues for access to peer learning, thought leadership, and more. BY Lior Arussy While at ...

CDI goes beyond collecting data, focusing on accuracy, governance and real-time access that modern CX depends on.

At the heart of this change is the evolving role of customer service. Gone are the days when customer interactions were limited to simple transactions. The self-storage industry in the UK, once seen ...

For ambitious professionals, a career in customer service doesn’t have to stop at entry-level roles. With the right skills and an optimized customer service representative resume, you can advance into ...