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

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 ...

The 2026 CX roadmap must shift from reactive fixes to proactive, cross-functional planning, measurable customer value, & long ...

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.

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

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 ...

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 ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...