In May, Coinbase announced that rogue customer support agents had given access to hackers who demanded a $20 million ransom ...

Agentic AI is poised to dismantle the friction that companies quietly depend on to nudge consumers into giving up.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. The term exponential customer may not be familiar to ...

Being unable to reach a customer service representative the moment you encounter a problem feels almost archaic. And yet, 24/7 assistance only became the norm some 30 years ago, when globalization and ...

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues ...

Patients with a lack of trust in AI for healthcare communication share some of the same concerns as business leaders. 64% don ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

Hackers stole partial payment information and personally identifiable data, including names and government-issued IDs, from some Discord users after compromising a third-party customer service ...

Dental Intelligence Appoints Customer Experience Veteran Miles Dunn as VP of Customer Support, Reinforces Commitment to ...

Jeff Carlson writes about mobile technology for CNET. He is also the author of dozens of how-to books covering a wide spectrum ranging from Apple devices and cameras to photo editing software and ...

As one of the world's largest retailers, Amazon typically has customer support available 24/7.Getty As one of the world's largest retailers, Amazon is a well-oiled machine. But while most orders get ...