One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't ...

Flip, a startup that claims to offer an Amazon Alexa-like voice AI experience for businesses, has raised $20 million in a ...

Customer service is a critical component of any successful business. It can make or break a customer’s experience, ultimately impacting the company’s bottom line. What can a business that is ...

Parloa GmBH, a Berlin-based artificial intelligence customer experience automation platform startup, announced today it has ...

A total of seven convenience store retailers made the new ranking, including: Buc-ee's (No. 13) QuikTrip Corp. (No. 16) Kwik ...

Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. I saw some great insights on how to do it in More Is More by ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...