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 ...

The business world often believes that the numbers speak for themselves. Well, in the age of technological marvels, it’s not just the numbers that are speaking; it’s your customers as well. With ...

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 ...

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” ...

In the ever-evolving landscape of technology and customer service, artificial intelligence (AI) offers businesses opportunities to enhance the way they interact with their customers. The debate around ...

While human customer-service representatives with sunny dispositions can please clients, new research suggests that customers don’t always want their chatbots to be ...

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 ...

AI is revolutionizing customer service in 2025, offering speed, personalization and efficiency. But to avoid frustrating users, businesses must ensure the following things. AI has become essential in ...

WASHINGTON — The Internal Revenue Service released details Thursday on how it plans to use an infusion of $80 billion for improved operations, pledging to invest in new technology, hire more customer ...