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 ...

Ask executives from any company that has achieved consistent improvements in customer service and they will tell you that they could not have done it without putting in place a comprehensive and ...

When it comes to benchmarking customer service teams, operational traits can prove to be a more accurate and relevant point of comparison than common industry classifications. That was the finding of ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. As the cofounder and VP of a support automation platform that leverages human experts to ...

Whether you realize or not, your business’ customer service is directed at more than one type of customer. You have external customers: the people who pay for your goods and hire your company to ...