Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. This article is more than 4 years old. Four years ago I spoke ...

A new report by The Institute of Customer Service (ICS) reveals a significant disconnect between customer expectations and the reality of service delivery in the UK. The UKCSI finds that 64% of ...

Experts predict that AI will autonomously resolve 80% of common customer service issues by 2029. In many cases it's fine, but ...

Rare is the company today that does not claim to be “customer-centric”. Anyone unfortunate enough to have sought assistance or redress from big business may quibble. Many interactions with customer ...

PLEASANTON, Calif.--(BUSINESS WIRE)--Medallia, Inc., the global leader in customer and employee experience, today announced that Travelodge, the UK’s largest independent hotel brand, has implemented ...

Artificial intelligence is rapidly reshaping the landscape of customer service, offering businesses new ways to engage with consumers and streamline operations. From chatbots to predictive analytics, ...