What's the fate for customer service and support agents, particularly? One analyst firm says, "Yes, generative AI will replace customer support agents." Gartner released a prediction this week that ...

Successfully injecting generative artificial intelligence (AI) into customer service requires a systematic approach. Improving the customer experience using generative AI solutions is about ...

Customer service has long been a critical aspect of business operations, traditionally focused on scale, efficiency, and delivering stellar customer experiences. However, the landscape is changing ...

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 ...

TROY, Mich.: 13 March 2025 — Customer satisfaction with the dealer service experience remains strong for a second consecutive year, yet long wait times for appointments, communication shortfalls and ...

In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

Forbes contributors publish independent expert analyses and insights. Dr. Cheryl Robinson covers areas of leadership, pivoting and careers. In recent years, a profound shift has occurred in the way ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...