Forbes contributors publish independent expert analyses and insights. Sherzod Odilov covers organizational transformation and innovation. When your business undergoes a major transformation, whether ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

The current business landscape is competitive and fast-paced. To stand out among the competition, companies must be customer-centric. The customer experience must be at the center of every business ...

Agentic AI is poised to take on a much more central role in the IT industry, according to a new report from Cisco. The report, titled "The Race to an Agentic Future: How Agentic AI Will Transform ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Quality customer service will not only ...

It’s not just up to your sales or service teams to give good customer service; every employee plays a role. Learn how to build a customer-centric culture that exceeds customer expectations and sets ...

How a business handles customer service interactions increasingly defines its online reputation, yet, according to our recent survey that gives a list of the best and worst customer service brands, ...