Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this ebook, we give an ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This week was the Five9 CX Summit in Las Vegas, and I was ...

Customer service representatives help businesses develop strong relationships with their clients and customers. Representatives answer customer questions, help resolve problems, process refunds and ...

Customer Lifetime Value is a crucial metric in the marketing of modern services - Rohit Arora explores the core ideas. Online marketplaces and shared-economy platforms have been on the rise in all ...

Small-business owners can maintain their customer bases and increase sales by creating proactive customer service plans to keep buyers happy. Just because you're not receiving complaints or returns ...

If you were to call JetBlue today, the first voice you’d hear would be Frankie Littleford's, who's been the sound of the airline, via its IVR system, for decades. More significantly, Littleford is in ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...