Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

— a fintech company that offers banking services purely online — contacting customer service is straightforward. Although there are no in-person branches, you have the option to call, send a chat ...

To learn more about the CNBC CFO Council, visit cnbccouncils.com/cfo Many consumers say early experiences with customer support chatbots feel more like deflection ...

Jon Aniano, Zendesk's senior vice-president and general manager of customer experience, talks up the rise of voice AI agents, ...