Balance is key. Automation saves time and cuts costs, but human interaction is essential for complex moments like onboarding or troubleshooting. Personal touch matters. High-value customers benefit ...

Forbes’ newest Best Customer Service list identifies the leaders in providing consumers the best experience and sense of loyalty. But what does that actually look like? To dig deeper, you talk to ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

CINCINNATI--(BUSINESS WIRE)--Fifth Third has been named to Forbes’ Best for Customer Service 2025 list. This marks the second consecutive year Fifth Third’s customer service efforts have been ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. In the 1980s, Jan Carlzon was tasked with turning around ...

I recently came across a powerful quote from my friend Lorie Guest that made me stop and think. She said, “Leaders often believe that if they hire good people, their employees will know how to treat ...

Even though Salesforce is investing heavily in agentic AI, executives recognize the limitations of the technology. The large language models that power the technology can’t achieve 100% accuracy, ...

Guest columnist Hal Becker is a nationally known speaker on sales and customer service. He is the author of numerous business books, including two national bestsellers: “Can I Have 5 Minutes Of Your ...

Insurance agencies looking for customer service staff has gone on for years. Just check the online job ads for these positions. There are always openings. Processing Content When we fill these roles, ...