As AI chatbots frustrate travelers during disruptions, some travel companies are considering charging extra to reach a human.

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

The digital age has made us a DIY economy in which millions of jobs no longer exist not because computers do the work, but because the work has been shifted, via computers, directly onto the consumer.

Users report talking their way to higher compensation amounts, as high as $200, for Verizon's network outage last week.

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 ...

NPR's Juana Summers speaks with former customer service executive Amas Tenumah, author of Waiting for Service, on recent surveys showing Americans' dissatisfaction at record highs. American ...

Verizon is offering a $20 bill credit to customers impacted by a widespread service outage on Wednesday. The credit is not ...