Tired of AI customer service loops? These insider tricks help you escape "frustration AI" and get real human help when you ...

Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...

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

Glance releases its 2026 CX Trends Report, revealing how last year’s rush toward AI reshaped — and often damaged — customer ...

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues intelligently across channels—so support teams can stay focused on what matters most: ...

What businesses have the top customer service according to consumers? USA TODAY, in collaboration with Plant-A Insights Group, presents America's Customer Service Champions 2024. It recognizes ...

After asking his satellite company to change his TV service from wired to wireless, Scott M. Broetzmann spent months trying to get the job done. First, technicians failed to show up for scheduled ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...

CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.

Nuclear phrases: When the AI bot asks why you’re calling, say, “I need to cancel my service” or “I am returning a call.” The word cancel sets off alarms and often sends you straight to the customer ...