Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...

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The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

There's bad customer service — and even worse bogus customer service where anyone can easily be taken by a scammer with a quirky accent who demands a credit card on the spot when you call a fake ...

These were not real job positions for Delta Air Lines. Further, any users who tried to find the positions outside of the false ads, such as with a Google search, could be led to dangerous scams. On ...

Rashaad Bajwa is the CEO of Integris, a premium, IT managed service provider serving small- and mid-sized companies nationwide. Since the 1970s, we’ve seen staggering increases in transformation ...

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 ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...