A frustrated customer on hold, an agent juggling dozens of cases, a conversation that could go wrong in seconds. AI is stepping in to turn those tense moments into seamless, personalized interactions ...

As customer expectations rise and digital interactions multiply, organizations are racing to integrate AI into their customer experience (CX) strategies. Yet, despite growing tech budgets, many CX ...

Think about the last time you made a purchase using your phone. Maybe you were at a coffee shop and when your turn came, you opened your payment app, tapped your phone on the payment device, grabbed ...

For the best experience, please enable JavaScript in your browser settings. In today’s digital age, one truth remains constant: the undeniable importance of human ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

As consumers demand artificial intelligence (AI) interactions that feel more human, personalised and engaging than ever before, human-centric AI is redefining customer loyalty and becoming a strategic ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. We’ve all experienced bad customer service. I tried to resolve a ...

As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Chewy CEO Sumit Singh explains that a “moat” of ...

Mark Schaefer is one of my favorite business authors. I’ve studied his work (and written about it) in the past. His most recent book is timely, as it’s about the topic of the day, AI. I love how ...

There are two roads businesses find themselves on: one where they don’t believe artificial intelligence (AI) is real and are waiting for it to become more real, or one where they see that AI is here ...

Liveops reports that AI significantly transformed the 2025 holiday shopping experience, enhancing speed but highlighting the need for human connection.

Nordstrom’s overall sales continue to grow, and Heather Bissell thinks she knows the driver: customer experience. The senior director of customer care at Nordstrom says what sets the retailer apart is ...