As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...

Following more AI announcements at its AI Summit last week, we speak to Adrian McDermott, CTO of Zendesk, about the ...

It’s the rare construction firm that doesn’t pride itself on putting customers first. But are those customers getting what they truly want? And when employees are asked to go the extra mile on a ...

If you have an underwhelming experience at a hotel or restaurant, you probably don’t call up a customer service rep to air your grievance. Instead, you post a review on TripAdvisor or Yelp. And just ...

In an organization, customer service roles are often delegated to the business development, marketing or sales departments. But when you are in a leadership role, you are also in a customer service ...

An icon in the shape of a lightning bolt. Impact Link Amazon is eliminating a customer-service role that could impact hundreds of jobs, sources told Business Insider. The company told employees last ...

These were not real job positions for Delta Air Lines. Further, any users who tried to find the positions outside of the false ads, such as with a Google search, could be led to dangerous scams. On ...

A new role at software-as-a-service companies suggests that keeping customers is perhaps more important than gaining new ones. Dave Rosenberg has more than 15 years of technology and marketing ...

Forbes contributors publish independent expert analyses and insights. Kathleen Walch covers AI, ML, and big data best practices. Customer experience should always be a top focus for any business.