Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

Customer service problems in the U.S. have hit unprecedented levels, and Americans have become increasingly aggressive in their efforts to address those issues, according to new data. But experts say ...

Organisations will always win when customer experience is treated as a continuous commitment that ensures they feel seen, ...

Customer service is at the core of customer experience, and has arguably seen more change and elevated importance over the past years than any other business function, this according to the 2022 State ...

If you have one bad encounter with customer service, you leave with a terrible impression of the company. If you have great service, though, the company is one you will not forget.

Ketul Poshia stiffens his posture in his chair. He flashes a smile that seems to come far too easily to him. And then Poshia, a customer-service representative with Amazon's Mayday video ...