A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap. Customers and vendors alike want a speedy resolution to any support issues. Increasingly, ...

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

In 2025, the integration of artificial intelligence into support engineering has revolutionized customer service, enabling companies to provide efficient, personalized and round-the-clock assistance.

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 ...

San Francisco-based customer service AI and support company Forethought has launched SupportGPT, a generative AI platform that automates workflows, allowing customer service teams to focus on more ...

What's the fate for customer service and support agents, particularly? One analyst firm says, "Yes, generative AI will replace customer support agents." Gartner released a prediction this week that ...

Insider Intelligence publishes thousands of research reports, charts, and forecasts on the Connectivity & Tech industry. You can learn more about becoming a client here. Below is some pertinent ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Figuring out how to get support as a customer can be challenging. But with Chime — a fintech company that offers banking services purely online — contacting customer service is straightforward.