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 ...

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 ...

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 ...

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