The most advanced organizations are using adversarial simulation to stress-test AI against edge cases, confusion, and hostile ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

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 ...

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 ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

If you've ever wanted to complain to customer service — about customer service — you're not alone. According to the National Customer Rage Survey released last month, 74% of Americans reported having ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Krishna Kutty “Get closer ...

Customer experience has become more than just a priority; it's a competitive differentiator. With customers expecting consistent personalization across channels, proactive engagement and the ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...