As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

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

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 ...

Businesses risk losing trust, sales and customer loyalty when they rely primarily on AI for customer service. When customers ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

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 ...

NPR's Juana Summers speaks with former customer service executive Amas Tenumah, author of Waiting for Service, on recent surveys showing Americans' dissatisfaction at record highs. American ...

A total of seven convenience store retailers made the new ranking, including: Buc-ee's (No. 13) QuikTrip Corp. (No. 16) Kwik ...

Today at NRF 2026, Google Cloud unveiled Gemini Enterprise for Customer Experience (CX), an agentic solution designed to bring shopping and customer service together on a single intelligent interface ...

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

Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...