Last year I wrote an article questioning whether we should be using the term "customer technology" instead of "marketing technology." Frans Riemersma of Martech Tribe and the co-creator of the current ...

Ada, the Toronto-based company that automates 4.5 billion customer service interactions, has partnered with OpenAI to use GPT-3.5, the large language model that is the foundation of ChatGPT. Meta, ...

Earlier this month, Uber cut about 10 percent of its customer support team as part of a broader effort to “simplify operations, strengthen in-person collaboration, and continue to embrace AI,” a ...

Technology, the bedrock of this evolution, has spurred a revolution in customer expectations, compelling organisations to elevate their service standards. By capitalising on technology, businesses can ...

The modern CX space is full of challenges and opportunities. Leveraging CX tech is critical to meet evolving expectations and create a customer-centric culture Many customers dread needing to contact ...

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 ...

As we step into 2025, customer service in the finance sector is poised for transformative change. Technological advancements, shifting consumer expectations, and intensifying competition will drive ...

Many call center agents grow up in the U.S. and speak perfect English but are regularly subjected to verbal abuse from bigoted Americans because of their accents, Serebryakov says. Despite Garcia ...

Gen Z demands instant, effective customer service — no holds, no useless bots. Multimodal AI-powered support enables seamless, channel-hopping conversations without friction. Future-ready businesses ...

Frost & Sullivan is pleased to announce that Chunghwa Telecom has received the 2026 Taiwanese Customer Value Leadership Recognition in the AI-powered customer services industry for its outstanding ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you want an idea of how far customer service has fallen — and how ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...