The promise of agentic AI to transform customer experience (CX) is undeniable. AI-enabled CX platforms are rapidly expanding into a global market, with forecasts predicting it will reach USD 117.8 ...

It’s become a cliché to say that customer experience (CX) isn’t the sole responsibility of any one team, or that every part of the business should have a role to play in CX. Of course they do. The ...

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 ...

Exceptional customer service can make or break a brand, and in today's fast-paced world, large language models (LLMs) are dramatically transforming how businesses approach customer support.

Have you ever been stuck in an endless loop of useless interaction with a customer support agent, or worse yet, a chatbot that just doesn’t get it? I certainly have and it’s sometimes enough to make ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...