Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

A focus on transparency and automation, with live support for stressful situations, can help craft a great returns experience ...

Agentic AI’s biggest act for consumers isn’t the next flashy demo. It’s the end of amnesia. And once shared memory becomes ...

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 ...

Friction isn’t always a flaw. When effort is intentional and optional, it can turn routine interactions into experiences ...

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 ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

Industries like retail, banking, transportation and food service have undergone massive digital transformation in recent years by leveraging new technologies to enhance consumer experience. As a ...

The role of pharmacies has changed over the years, but especially since the Covid-19 pandemic. Although pharmacies’ retail health push has made it easier for adults to get vaccines and other forms of ...

Automating underwriting, servicing and routine tasks frees banks and lenders to focus on real conversations with customers.

TransLink is advancing a bevy of feature improvements through its new customer experience action plan, including better ...