In today’s competitive marketplace, the quality of customer service can make or break a business. It's not just about solving problems—it's about how those problems are addressed. A good customer ...

Forbes contributors publish independent expert analyses and insights. Dan Gingiss covers current events that impact customers and employees. One of the only predictable things about social media is ...

Empathy can be developed by referring employees to books, classes, and seminars—but for an empathic attitude to really stick, it has to be embraced company-wide, especially in the service organization ...

For more crisp and insightful business and economic news, subscribe to The Daily Upside newsletter. It's completely free and we guarantee you'll learn something new every day. AI has weaved its way ...

Explore the top 18 generative AI tools revolutionizing customer service, from advanced chatbots like Cognigy and IBM WatsonX Assistant to comprehensive platforms like Salesforce Einstein Service Cloud ...

Artificial intelligence has gone mainstream. The term is now regularly appended to all manner of tools and technologies, even when it’s unclear exactly what role AI plays in delivering desired ...