Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

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

Other benefits include scaling support without growing head count and reduced cost to serve, according to an Intercom survey.

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 ...

APLAZO’s customer support is handled via WhatsApp and the newly integrated in-app chatThe AI tools implemented support both end customers ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Janet Heller noticed it when she broke her arm and could no longer drive ...

Discover how customer-driven pricing sets prices based on perceived value and its impact on e-commerce, affecting consumer choices and competitive strategy.

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 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 ...

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 ...

Hayete Gallot joined Google in April 2025 to spearhead a new division focused on helping customers adopt the company's cloud products.