The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

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

Flip, a startup that claims to offer an Amazon Alexa-like voice AI experience for businesses, has raised $20 million in a ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Trust is built through genuine human connection, so AI should support human service — not replace it.

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

NPR's Juana Summers speaks with former customer service executive Amas Tenumah, author of Waiting for Service, on recent surveys showing Americans' dissatisfaction at record highs. American ...