Success is good. But too much success can leave some people grumbling. Take Independence Blue Cross. The region’s largest health insurer anticipated enrolling 100,000 new members in Pennsylvania and ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

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 ...

Businesses are desperately trying to optimize the customer journey by monitoring keywords, web interactions, and how long consumers spend on their website. But many continue to neglect the compelling ...

Artificial intelligence communications and conversation platform Sendbird Inc. today announced the launch of Sendbird Voice AI, a voice automation solution for customer service designed to take the ...

The Federal Trade Commission (FTC) recently issued its "Top Scams of 2024" update, and the results aren't promising. Consumers lost about $1.9 billion to fraud through phone calls, texts or emails ...

In an odd approach to trying to improve customer tech support, HP allegedly implemented mandatory, 15-minute wait times for people calling the vendor for help with their computers and printers in ...