STAMFORD, Conn.--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in ...

A real phone call shows AI trying to act like a human but failing, making it clear that businesses should reconsider replacing people with artificial intelligence. PORTLAND, Ore., March 4, 2026 ...

Jen Spencer is CEO of SmartBug Media—a full-service digital agency helping businesses get the most out of their full customer life cycle. Few companies would admit to not focusing on their customers.

Federal regulators have told Southwest Airlines that the carrier failed to provide enough help to travelers who were stranded during massive cancellations last December, and the airline could be ...

Forbes contributors publish independent expert analyses and insights. Sherzod Odilov covers organizational transformation and innovation. When your business undergoes a major transformation, whether ...

Embedding artificial intelligence (AI) in customer service operations is becoming commonplace, but the technology doesn’t seem to be lightening the workloads of customer service reps. New research by ...