'Customer service' has all but eliminated on-site staff with decision-making power and has normalized elaborate, ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry ...

The United States is in a data quality crisis. This impacts everything, from productivity to AI. Here I’ll focus on the impact of bad data on customer service, which is also in crisis. I recently got ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. That’s the question we asked more than 1,000 consumers ...

I had a problem with my phone, which is a landline (and yes, I’ve heard all the smartass remarks about being the last person on earth with a landline, but go ahead, take your best shot). The point is, ...

How a business handles customer service interactions increasingly defines its online reputation, yet, according to our recent survey that gives a list of the best and worst customer service brands, ...