As AI becomes more integrated into everyday business, service businesses win by using technology to support human connection, not replace it.

AI customer service can be a game-changer, but balancing automation with human touch is critical to avoid disconnection and maintain loyalty. Artificial intelligence (AI) has become a game-changer for ...

As markets get more crowded and competition rises, businesses need to take extra measures to set themselves apart. Technology has made it easy to achieve this by making every customer interaction ...

AI is revolutionizing customer service in 2025, offering speed, personalization and efficiency. But to avoid frustrating users, businesses must ensure the following things. AI has become essential in ...

The importance of employee learning is well-established. According to a report by LinkedIn, 9 out of 10 global executives plan to either maintain or increase investment in learning and development for ...

Sandeep Kakani, an engineer by training and an innovator by nature, has carved a distinctive path in the medical device industry through his leadership at Align Technology. As the head of customer ...

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” ...

A bot doesn’t need to be one-size-fits all. Learn how to use bots with different training and personalities to provide more effective customer service. Customer service is only getting more time ...

Verizon uses generative AI to reduce the workload from its high volume of business-related calls. The AI can give agents prompts on how to handle issues and summarize calls with customers. This ...