As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

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

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

Nutshell reports that ethical AI practices in sales build customer trust through transparency, human oversight, and ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Janet Heller noticed it when she broke her arm and could no longer drive ...

Every retail initiative, whether it’s AI, personalization or supply-chain transparency, depends on trustworthy customer data.

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 ...

When Oracle needs to move capacity from one customer to another, it only takes a few hours at most. This quick turnaround is ...

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”– Steve Jobs Steve Jobs is right—we all need to thoroughly understand our ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

"The customer is always right" is an adage most people are inherently familiar with, whether or not they have experience working in customer service. Though its usage is ubiquitous, its alleged ...