Effective customer service is a must for retailers, but it can be costly and resource-intensive. With the tight labor market, maintaining an army of agents is no easy task. However, a game-changer is ...

Neither customer-facing tech, nor digital kiosks, nor self-service are new phenomena. But in an age where customers expect more tech options, including smart tech and kiosks, tech-friendly customer ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. In a blog post published yesterday called “The Intelligence Age” ...

AI customer service can be a game-changer, but balancing automation with human touch is critical to avoid disconnection and maintain loyalty. Artificial intelligence (AI) has become a game-changer for ...

Salesforce, Inc. (NYSE:CRM) disclosed a collaboration with Singapore Airlines (SIA) to enhance the customer case management system. As per the deal, SIA will implement Agentforce, an AI-powered system ...

Businesses hope the artificial-intelligence technology behind ChatGPT can turn ordinary chatbots into impressive fonts of information, potentially transforming customer service. But many executives ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...