The modern CX space is full of challenges and opportunities. Leveraging CX tech is critical to meet evolving expectations and create a customer-centric culture Many customers dread needing to contact ...

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 ...

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 ...

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 ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

Customer service is on the brink of a major transformation in 2024 Four trends that will drive a better AI customer experience You’ve just assembled your new grill, but you’re stumped on how to hook ...

As we step into 2025, customer service in the finance sector is poised for transformative change. Technological advancements, shifting consumer expectations, and intensifying competition will drive ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you want an idea of how far customer service has fallen — and how ...