Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. Aug 29, 2024, 02:40pm EDT Imagine that one of your customers ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This voice experience is generated by AI. Learn more. This ...

Chatbots aren’t cool, and their usefulness is debatable. Here’s how we can do better with AI than a chatbot. The Fast Company Executive Board is a private, fee-based network of influential leaders, ...

Artificial intelligence (AI) is making waves in many areas of business, but one of the most significant is in customer service. Agent assist, virtual agents, and sophisticated analytics are catalysts ...

Problem-solving is an essential life skill that involves identifying, analyzing, and resolving challenges effectively. Have you ever found yourself staring at a problem, feeling like you’re trying to ...

In 2026, contact centre leaders are being pulled in two directions at once. Executives are demanding AI‑driven efficiencies, while customers expect more human, empathetic support than ever.

Chances are, if you’re interviewing for a position in customer service—whether as a customer service rep or another service role—you’ll be asked to define good customer service or to describe what ...

In coaching others, I often discuss problem-solving strategies to help individuals think creatively and consider many options when they are faced with challenging situations. Problem solving 1-2 ...