Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

The Federal Trade Commission (FTC) recently issued its "Top Scams of 2024" update, and the results aren't promising. Consumers lost about $1.9 billion to fraud through phone calls, texts or emails ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

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 ...

Japanese telecommunications giant SoftBank recently announced that it has been developing "emotion-canceling" technology powered by AI that will alter the voices of angry customers to sound calmer ...

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

Discover seven easy, 30-minute tweaks you can make to optimize the contact center experience for your customers by this time tomorrow. Customers want to be able to reach you on their terms, preferably ...

In hindsight I’ll say: I always thought going crazy would be more exciting—roaming the street in a bathrobe, shouting at fruit. Instead I spent a weary season of my life saying representative.