If content is king then conversation just might be an outranking Emperor. In this age of digital transformation, it's easy to forget the importance of human-to-human interaction in business. However, ...

Dealing with conflict is no easy feat—especially when it’s coming from an upset customer. Whether it’s problems finding information on your website or frustrations with a particular product or service ...

Today's communication with businesses are powered by emerging technologies and supported by humans. NICE Enlighten, a purpose-built AI for customer experience, has operations, agents, and customers ...

Across industries, the difference is measurable. According to the 2025 State of Customer Communications (SOCC) Report, 59% of ...

Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support ...

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 ...

Customer service and support platform Intercom this week unveiled the latest phase of its mission to infuse AI into every step of customer service, introducing Fin AI Copilot, an intelligent assistant ...

Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that makes it ...

There’s no shortage of endearing customer service stories-- the hotel chef who flew to Singapore for special ingredients, the airline that went out of their way to let a grandfather say goodbye to his ...