A study by USA TODAY and Plant-A Insights analyzed which financial services companies offer the best customer service in ...

When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better ...

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 ...

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 ...

Dara Khosrowshahi, Uber CEO, speaks with WSJ Leadership Institute President Alan Murray on why Uber is scrapping rigid rule-based systems and empowering AI to make judgment calls. Khosrowshahi says ...

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 ...

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

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

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