Verizon Communications Inc. VZ recently announced the launch of cutting-edge AI-powered features that will transform the customer experience. Verizon Customer Champion is a standout personalized ...

For more than a decade, artificial intelligence (AI) has been steadily evolving and expanding to reshape how we live and work. From speech recognition and language processing to self-driving cars, ...

“You can’t really slap an AI tag on [the] terrible experience that customers are having right now, take out the human element by adding a bot—because that’s going to further infuriate the customer—and ...

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According to Gartner, "Over 70% of customer experience leaders struggle to design projects that boost loyalty and deliver results." But the reality is that CX has been broken by design pitfalls that ...

A few months ago, Verizon (VZ) launched a risky solution to a growing problem that impacted customer trust and loyalty. Verizon Consumer Group CEO Sowmyanarayan Sampath revealed in an interview with ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. What company doesn’t want to be more productive, efficient, ...