As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

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 ...

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 ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...

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Learn how to build winning relationships, provide the right assistance at the right times, and effectively a variety of customers. Customer service care costs organizations billions of dollars each ...

The Fast Company Impact Council is an invitation-only membership community of top leaders and experts who pay dues for access to peer learning, thought leadership, and more. BY Melissa Puls The Fast ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

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, ...