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 ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

Embrace AI as a customer service tool. Despite developing at a rapid and unwieldy pace, customer service chatbots can effectively enhance your CS operations. Choose the best type of AI for your ...

Today at NRF 2026, Google Cloud unveiled Gemini Enterprise for Customer Experience (CX), an agentic solution designed to bring shopping and customer service together on a single intelligent interface ...

Customer service is a critical component of any successful business. It can make or break a customer’s experience, ultimately impacting the company’s bottom line. What can a business that is ...

There's a big difference between customer experience and customer service. In this video, Entrepreneur Network partner Patrick Bet-David goes through the major differences between the two. Bet-David ...

Customers often encounter significant hurdles when attempting to connect with a customer service agent. This frustration is compounded by their existing concerns or issues, leaving them baffled as to ...

Gemini Enterprise for Customer Experience is an agentic solution to bring shopping and customer service together.

Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. I saw some great insights on how to do it in More Is More by ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...