When artificial intelligence (AI) first entered the customer service landscape, organizations viewed the technology primarily as a way to reduce head count, automate routine inquiries, and minimize ...

AI customer service can be a game-changer, but balancing automation with human touch is critical to avoid disconnection and maintain loyalty. Artificial intelligence (AI) has become a game-changer for ...

Sandeep Kakani, an engineer by training and an innovator by nature, has carved a distinctive path in the medical device industry through his leadership at Align Technology. As the head of customer ...

Last year I wrote an article questioning whether we should be using the term "customer technology" instead of "marketing technology." Frans Riemersma of Martech Tribe and the co-creator of the current ...

Elevance Health brings together the concepts of elevating whole health and advancing health beyond healthcare. It’s a health company dedicated to making real progress toward improving the health of ...

Customer service leaders who are effective at vendor and product evaluation saw only a 50 percent increase in the likelihood that they'd achieve their technology goals, according to a survey by ...

Forge Technology Advisors (FORGE) has recognized the transformative potential of AI in customer service as it is integrating AI into contact centers. With expertise in both technology and financial ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. In a blog post published yesterday called “The Intelligence Age” ...

Gen Z demands instant, effective customer service — no holds, no useless bots. Multimodal AI-powered support enables seamless, channel-hopping conversations without friction. Future-ready businesses ...

While a new year means new opportunities for retailers, the importance of a successful customer loyalty program remains as important as ever. Companies need to build a trusted, positive emotional ...