A disgruntled client recently forced a major parcel delivery company in Britain to disable the AI function in its online chat systems after manipulating it into writing a critical poem about the ...

Last-mile delivery gets much-needed digital upgrade for transportation transparency, accuracy and driver efficiency while giving customers back lost time waiting for (or missing) their packages ...

When you look up the definition of a "cost center," it probably refers to an essential but non-profitable part of a business. In many cases, the customer service (CS) function is explicitly viewed as ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

Opinions expressed by Entrepreneur contributors are their own. Your customers’ expectations are increasing. Experts say this is one of the top challenges companies will face in 2023. And in today’s ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...