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

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 (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 ...

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

STAMFORD, Conn.--(BUSINESS WIRE)-- Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm, has launched a research study examining service providers ...

The most advanced organizations are using adversarial simulation to stress-test AI against edge cases, confusion, and hostile ...

CDI goes beyond collecting data, focusing on accuracy, governance and real-time access that modern CX depends on.

No Jitter spoke with Corey L Savory, VP Global Customer Experience & Service with Traeger Grills about the customer experience she’s helped build over the last several years. Corey spent the first 13 ...

It’s popular for companies to declare they are customer-centric, focused on customer experience, obsessed with the customer, and so on. But, there’s a major disconnect between executive pronouncements ...

Senior CX leaders from Visa, Walmart, Southwest Airlines, and other powerhouse brands will headline the 2026 Customer Response Summit at The Ritz--Carlton, Amelia Island. This year's program promises ...

Tipping has evolved from a hospitality tradition into a widespread expectation across many service sectors, including ...