In our global, digital world, there are people working and shopping online and surfing the Web for information 24/7. This often means that customers are seeking to contact or obtain help from a ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

Robotic Process Automation (RPA) is a technology with the potential to redefine the way businesses interact with their customers, shaping the future of customer interactions. At its core, RPA provides ...

Salesforce, Inc. (NYSE:CRM) disclosed a collaboration with Singapore Airlines (SIA) to enhance the customer case management system. As per the deal, SIA will implement Agentforce, an AI-powered system ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. In a blog post published yesterday called “The Intelligence Age” ...

AI customer service can be a game-changer, but balancing automation with human touch is critical to avoid disconnection and maintain loyalty. Artificial intelligence (AI) has become a game-changer for ...

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