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 ...

While there is widespread speculation that AI will drastically reduce customer service headcount, currently only 20% of leaders have reduced agent ...

More and more, customers are taking control of their experience. Amazon.com is a perfect example of how a company has given complete control to its customers. They can research products, compare ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. Let’s start by defining what ...

Opinions expressed by Entrepreneur contributors are their own. Your customers’ expectations are increasing. Experts say this is one of the top challenges companies will face in 2023. And in today’s ...

In a fiercely competitive financial landscape, financial services institutions (FSIs) are increasingly recognizing that customer experience (CX) is their most critical differentiator. As Deloitte ...

Some Tesla and Starlink customers have said service at Elon Musk's companies needs to be improved. Despite Tesla's success, customers' complaints could tarnish the reputation of the business. Here's a ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

What's the fate for customer service and support agents, particularly? One analyst firm says, "Yes, generative AI will replace customer support agents." Gartner released a prediction this week that ...

Starting a customer services business typically involves conducting market research, writing a comprehensive business plan, hiring staff to handle customer needs and marketing your services. Effective ...