Modern consumers expect personalized experiences tailored to their unique preferences, behaviors and needs. Businesses striving to meet these expectations are turning to AI-powered knowledge graphs — ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

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 ...

TROY, Mich.: 9 March 2023 — The increasing volume of battery electric vehicles (BEVs) being serviced at dealerships is contributing to a negative effect on overall customer service satisfaction, ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

A customer-first business strategy that prioritizes exceptional service, empowers employees and leverages feedback can transform satisfied customers into loyal advocates, driving sustainable, ...

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 ...