Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Most companies don’t spend time at the end of the customer’s ...

When used for customer service, IPA enhances the customer experience with quick response times, round-the-clock availability, and virtually no human errors. Intelligent process automation (IPA) blends ...

It’s a simple question, but there’s often a complex answer, especially for employees at FedEx, who handle an average of 16.5 million packages a day. Today, machine learning is making getting those ...

Customer service is all about managing emotions. Whether a caller needs help fixing a product or taking care of a task right before the holidays, the customer has come to your team for help. How you ...

Research by consultant Accenture forecasts the economic impact of generative artificial intelligence (AI) in the enterprise. The 2024 report suggests more than $10.3 trillion in additional economic ...

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

A CRM cycle is essential for businesses looking to effectively manage their customer relationships and drive growth. This process involves progressing through various stages to achieve success. When ...

No matter what kind of business you run, a huge part of your business’ success ties back to your customer service strategy; according to a 2017 Microsoft report, more than half of consumers have ...

What’s the most effective way for businesses to attract and convert leads? We asked industry experts to share one tool or ...