The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

Opinions expressed by Entrepreneur contributors are their own. Customer service has never been more important. Today’s customers not only desire fast and seamless service but also expect a ...

CEO of Majorel Saudi Arabia and board-level advisor, combining the best of people, technology and innovation to drive the future. From large telecom companies to utility companies to the public sector ...

With economic uncertainty in the headlines, consumer confidence is crossing stormy waters—changing expectations, thus driving consumer trends, and making it critical for businesses to stay on top of ...

Customer service is at the core of customer experience, and has arguably seen more change and elevated importance over the past years than any other business function, this according to the 2022 State ...

Excellent customer service, quality control, good marketing, and pricing all help companies generate sales. But a fantastic customer experience is what makes businesses gain customers for life. If you ...

Shep Hyken, the St. Louis–based bestselling author, podcaster, and keynote speaker, helps organizations around the world learn and implement best practices for serving people in a variety of ...

A shift to a more distributed customer service workforce was underway before the pandemic. It kicked into overdrive when COVID hit and has continued for years. But that's just one of several ...

The customer service arena is undergoing an enormous shift. Digital transformation, and the widespread availability of new technologies, is rapidly changing the way customers and companies interact.

Customer service isn’t static. Phones replaced house calls. Email edged out phones. To keep existing customers and attract new ones, you need cutting-edge customer service. Consumers are four times as ...

Customer support trends reflect the changing ways we work, including the need for remote support. Remote support tools can now be used to address multiple issues, from cybersecurity to CX. These top 4 ...

When the COVID-19 pandemic began, companies were forced nearly overnight to move their contact center agents to home working setups. Now that the world is starting to open back up again, at least for ...