A pioneering study by Anirudh Sharma Peri, a technology researcher and customer service specialist in the United States, ...

A lack of attention to great customer service can ruin your overall customer experience. With the advent of the internet, social media, and instant communication via texting, customer expectations ...

Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in the U.S ...

The challenge isn't replacing humans but reinventing how we integrate human skills into AI-driven experiences.

so customer service representatives work with other teams inside the organization – from operations and engineering to marketing and design – as well as serve as the voice of the user or ...