A version of a scam has hit panicky travelers over and over and over and over. People searching Google for airline contact information when they have a problem occasionally find bogus customer service ...

AI-driven voice technology allows companies to improve customer and employee experience alike. But is it something customers want? Voice-recognition applications are nothing new, but artificial ...

Japanese telecommunications giant SoftBank recently announced that it has been developing "emotion-canceling" technology powered by AI that will alter the voices of angry customers to sound calmer ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

When Jake Moffatt's grandmother died in 2022, he booked a flight to her funeral on Air Canada, hoping to use their bereavement travel discounts. Air Canada's customer service chatbot told Moffatt he ...

While continuous digital transformation has compelled businesses to upgrade and digitize systems across all departments, customer service remains behind. Customer service is not only overdue for a ...

To get my social media account back, I visited the Tencent office in Shenzhen where users come to plead their cases. China Report is MIT Technology Review’s newsletter about technology developments in ...

SAN FRANCISCO--(BUSINESS WIRE)--Upwork (Nasdaq: UPWK), the world’s work marketplace, today announced the 10 most in-demand skills for technology, marketing, and customer service independent talent on ...

Sean has over 20 years of experience in customer service and technology support. He joined Sac State because he believes education and technology can improve lives. Sean values teaching, learning, and ...