If you’ve been on the phone with customer service recently, there’s a good chance your first interaction was with a bot, or maybe automated voice, telling you to press some number to get to a menu to ...

One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

SAN FRANCISCO, Nov. 21, 2024 /PRNewswire/ -- Zingly.ai, the GenAI and digital-first CX Center provider, released survey results indicating a critical gap in current customer experience offerings, ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

A quarter of Americans would rather shave their head than contact customer support, according to new research. The survey of 2,000 Americans (who have ever dealt with customer support) revealed 24% ...

If you dread the thought of calling to change an airline ticket or negotiate your internet bill, a new artificial intelligence tool may provide a solution. DoNotPay, which offers an assortment of ...

It all started simply enough. I dialed my son’s phone number, something I’d done hundreds if not thousands of times before. But instead of connecting, I got an automated message, “Customer not in ...