Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. Oct 12, 2024, 12:57pm EDT Every December for the last five ...

STAMFORD, Conn. June 25, 2025 -- Automation, AI assistants, and the quest for customer value in service will transform customer service and support by 2028, according to Gartner, Inc. “AI and rapidly ...

Alok Kulkarni is Co-Founder and CEO of Cyara, a customer experience (CX) leader trusted by leading brands around the world. Imagine you're relaxing on the couch on a Friday night, engrossed in a movie ...

The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

TORONTO--(BUSINESS WIRE)--Today Ada, the AI-native customer service automation company, announced a series of AI management and coaching capabilities that upskill its AI Agent and set businesses on ...

SAN RAMON, Calif.--(BUSINESS WIRE)--Five9 (NASDAQ: FIVN), provider of the Intelligent CX Platform, today released the results of a consumer survey, aimed at helping organizations understand how ...

Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, ...

When you have to call a customer service line, where's your patience on a scale of 1-10? "Most people start at a nine or nine-and-a-half," says Amas Tenumah, who wrote a book called Waiting for ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...