Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Businesses risk losing trust, sales and customer loyalty when they rely primarily on AI for customer service. When customers ...

As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Today at NRF 2026, Google Cloud unveiled Gemini Enterprise for Customer Experience (CX), an agentic solution designed to bring shopping and customer service together on a single intelligent interface ...

As much of customer service is now conducted through live chat or social media, ensuring your teams are properly trained on best practices for written communication is paramount to your success. When ...

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 ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

If you've ever wanted to complain to customer service — about customer service — you're not alone. According to the National Customer Rage Survey released last month, 74% of Americans reported having ...

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

NPR's Juana Summers speaks with former customer service executive Amas Tenumah, author of Waiting for Service, on recent surveys showing Americans' dissatisfaction at record highs. American ...

PHILADELPHIA (WPVI) -- From state unemployment offices to the IRS, complaints about call centers are, high but what about companies that don't have call centers at all? A growing number of companies ...