Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing personalized service, and dedicated moments. All of this is becoming possible ...

Forbes contributors publish independent expert analyses and insights. Melissa Houston covers financial issues that affect women in business. Have you ever wondered how you can possibly stand out from ...

AI spotlights pain points. AI-powered customer analysis uncovers hidden frustrations and helps brands refine messaging, improve CX and reduce churn. Smarter segmentation wins. AI-driven customer ...

As building and maintaining customer trust becomes integral to long-term success, US customer experience (CX) leaders are stepping up with new strategies and tools aimed at strengthening brand ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

A chatbot is an artificial intelligence tool designed to simulate real-time conversations with users. It operates around the clock, doesn't require breaks and can manage a high volume of requests ...

TROY, Mich.: 13 March 2025 — Customer satisfaction with the dealer service experience remains strong for a second consecutive year, yet long wait times for appointments, communication shortfalls and ...

Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support ...

Most customer support organizations are built to serve the loudest 10% of users — the ones who open tickets. The greater risk lies with the silent majority who encounter friction, say nothing, and ...

While brands are chasing customer data to deliver more value, consumers are drawing firmer privacy boundaries, according to the PwC 2025 Customer Experience & Loyalty Survey. Results show a ...