It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

Salesforce today announced that Vivint, an NRG company and provider of smart home and security solutions, is leveraging Agentforce to augment its customer service teams and provide 24/7 autonomous ...

Smarsh has launched an AI-enabled experience on Smarsh Central, its award-winning digital support platform, for a select group of customers and partners. Powered by Agentforce, this innovation will be ...

SAN FRANCISCO--(BUSINESS WIRE)--Forethought, the leading generative AI for customer support, has been recognized in Gartner's 2023 Cool Vendor in Customer Service and Support Technology report. This ...

Salesforce announced Agentforce Voice, a feature that allows companies to have artificial intelligence agents answer customer service calls. The Agentforce product, which also includes text chat, now ...

In the first four months of 2023, tech companies laid off over 185,000 employees. Although the data doesn't specify which departments got the ax, my experience in B2B software tells me they're gutting ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

Customer service can often be viewed as the “kicker” to an organization’s “football team.” It may not be the most glamorous or noteworthy position, but when the game is on the line with time expiring, ...

RoadFlex, a New York- and San Francisco-based provider of artificial intelligence- (AI-) powered fuel management solutions for fleets, has been recognized as the “Best Customer Support” Software in ...

With nearly two decades of retail management and project management experience, Brett Day can simplify complex traditional and Agile project management philosophies and methodologies and can explain ...