Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the ...

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 ...

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 ...

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 ...

There's a big difference between customer experience and customer service. In this video, Entrepreneur Network partner Patrick Bet-David goes through the major differences between the two. Bet-David ...

Hallucinations, brand drift and trust gaps keep humans firmly in the loop — just in different roles than before.

In today’s competitive business landscape, entrepreneurs constantly seek ways to enhance customer experience to drive business loyalty. Understanding and prioritizing customer needs is paramount to ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

Telecommunications giant Verizon is announcing a new suite of customer service experiences for consumers of its phone and internet offerings. Among other enhancements, Verizon customers now have ...

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, ...