Customer service in the technology sector has evolved from mere troubleshooting to a multifaceted role that involves empathy, data analytics, cross-departmental collaboration and a strong alignment ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Aug 28, 2023, 11:00am EDT This article is more than 2 years old.

When it comes to customer feedback the automotive industry has largely stayed traditional, relying on customer feedback surveys and responses. However, as AI applications grow, Volkswagen Group UK is ...

An exclusive interview with Pfizer’s Wayne Simmons on reshaping customer experience by listening to those interacting with healthcare professionals. LAS VEGAS — Even in a $63.6 billion, ...

In the bygone era of contact centers, the customer experience was tethered to a singular channel—the phone call. The journey began with a pre-recorded message prompting the customer to press a number ...

Banks often struggle to get a unified voice of the customer across channels, including feedback from call centers, chatbot messages, social media and branches. Much of the data they collect is siloed ...