In our global, digital world, there are people working and shopping online and surfing the Web for information 24/7. This often means that customers are seeking to contact or obtain help from a ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. In a blog post published yesterday called “The Intelligence Age” ...

Gartner predicts half of firms that cut customer service staff due to AI will rehire by 2027 as enterprises rebalance automation and human support.

Artificial intelligence has gone mainstream. The term is now regularly appended to all manner of tools and technologies, even when it’s unclear exactly what role AI plays in delivering desired ...