According to new research, interacting with automated chatbots for customer service is viewed by consumers as a source of increasing frustration. In fact, over 72% of respondents in a recent UJET ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Janet Heller noticed it when she broke her arm and could no longer drive ...

From Fortune 500 companies to startups, companies that prioritize customer centricity stand out in the market. They understand that customers are more than just revenue sources—they are the foundation ...

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

Finding the right bank for you isn’t just about fees and interest rates. These banks set the gold standard for customer experience. David McMillin writes about credit cards, mortgages, banking, taxes ...

Last year I wrote an article questioning whether we should be using the term "customer technology" instead of "marketing technology." Frans Riemersma of Martech Tribe and the co-creator of the current ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Corrections & Clarifications: An earlier version of this story misclassified Chewy.com The company is an online shop. Retail giant Amazon, online fast-fashion retailer Shein and confectionary brand ...

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 ...

Where do you stand in terms of customer service? And how do you rise to the top? Here’s how to prepare for sustainable bottom-line results. When you’ve only reached the middle rung of customer service ...

What businesses have the top customer service according to consumers? USA TODAY, in collaboration with Plant-A Insights Group, presents America's Customer Service Champions 2024. It recognizes ...

Opinions expressed by Entrepreneur contributors are their own. When you provide a customer experience and desired outcome that exceeds their expectations, you haven’t just created a customer; you’ve ...