The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

When it comes to benchmarking customer service teams, operational traits can prove to be a more accurate and relevant point of comparison than common industry classifications. That was the finding of ...

By J. N. Halm In the world of customer service, feedback is the breakfast of champions. Managers across industries regularly ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. As the cofounder and VP of a support automation platform that leverages human experts to ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...