As companies increase their AI investments, chatbots and AI agents are often the first place the spending shows up.

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality. Here’s how to ...

When you're a business owner, it's hard to be everywhere at once — even though, your venture kind of demands it of you, especially if you're a solopreneur. Luckily, there are lots of tools on the ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer Service Week is celebrated each year during the ...

Nikola Mrkšić is the CEO & Co-founder of PolyAI, a leading provider of enterprise-ready voice assistants built for customer support. Generation-Z (those born between 1995 and 2012) has been typecast ...