A global pandemic, wildfires, racial protests and a polarizing election: at this moment, a ranking of stores that offer a satisfying shopping experience might seem completely irrelevant. And if that's ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. If your customer experience or marketing efforts aren’t ...

Service is a mission-critical activity that deserves your attention today and every day. Key findings and surprises from Bizrate Insights’ January 2024 survey of 900 online shoppers provide a ...

The way we as individuals interact with companies (our "suppliers") is on the brink of a major change, driven by the rise of personal agents. These AI-powered "customer-side agents" are set to ...

Even when conducted online, customer service should always have a personal touch. With conversational interfaces being hotter than ever, and big data offering personal experience to the customers, you ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

Corrections & Clarifications: An earlier version of this story misclassified Chewy.com The company is an online shop. Retail giant Amazon, online fast-fashion retailer Shein and confectionary brand ...

Despite consumers having an increased comfort level with AI, there is a missed opportunity when businesses deploy increase automation without thinking holistically about both cost-cutting and the ...