Bias is often thought of in the context of HR and staffing, but unconscious biases in customer service interactions can negatively affect your brand and thwart longer-term customer relationships.

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Forbes contributors publish independent expert analyses and insights. A recent study by Harvard Business Review, conducted in collaboration with Tata Communications, reveals some unexpected news and ...

Every person in a customer-facing role understands that there are some customers who are more difficult than others. Here are some ways to turn these customer interactions into more positive ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Jason VandeBoom ...

Editor's note: This article is Part 2 in a four-part series where we explore the reporting and article-writing differences between artificial intelligence and humans on the same topic (AI-augmented ...

Customer experience shapes brand perception and loyalty, but gaps prevent many organizations from optimizing performance ...

A CRM cycle is essential for businesses looking to effectively manage their customer relationships and drive growth. This process involves progressing through various stages to achieve success. When ...

DANIA BEACH, Fla.--(BUSINESS WIRE)--IntelePeer, a leading provider of AI-powered communications automation solutions, announces the availability of its Customer Interaction Intent Study valued at $25K ...

Large language models (LLMs), the underlying technology behind generative artificial intelligence, are helping make contact centers much more efficient. But at this point in time, they are not being ...