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, ...

Oracle announced it has updated Oracle Service to embed data from Oracle Unity Customer Data Platform (CDP), helping customer service agents gain a complete view of the customer, improve agent ...

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

AI is a valuable asset, so long as it's used properly, though customer service organizations shouldn't rely on it exclusively to guide their strategies, according to new research. Whenever you call a ...

When we talk about customer experience (CX), the spotlight often falls on front-end interactions: the smiling voice on the phone, the helpful chatbot, the timely follow-up email. But what many don’t ...

How leading companies like Ulta Beauty and Liberty London are harnessing AI to enhance customer experience, from personalization to efficiency. Customer experience (CX) teams are implementing ...

That’s what the job candidate told me during her interview, and she meant it. Her ideal job was one where she wouldn’t have to think, just follow the script, hit the metrics, go home. I understood and ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

Improving customer service is among the most important steps to bringing more value to your customers. A recent study by Dimensional Research found that over 50% of customers make additional purchases ...