'Customer service' has all but eliminated on-site staff with decision-making power and has normalized elaborate, ...

Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry ...

Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

The United States is in a data quality crisis. This impacts everything, from productivity to AI. Here I’ll focus on the impact of bad data on customer service, which is also in crisis. I recently got ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. That’s the question we asked more than 1,000 consumers ...