Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Customer service isn’t static. Phones replaced house calls. Email edged out phones. To keep existing customers and attract new ones, you need cutting-edge customer service. Consumers are four times as ...

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

Following a conference I recently attended in London, I was invited to a dinner hosted by Quiq, a conversational AI and business messaging platform provider. During the dinner, a series of ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

Here’s a cringe-worthy story. You finally find that perfect product, a new laptop, home fitness equipment, or maybe a gift for your partner on a big anniversary. A few days later, the package arrives ...