PROVO, Utah and SEATTLE, Oct. 7, 2025 /PRNewswire/ -- Nearly one in five consumers who have used AI for customer service saw no benefits from the experience. That's a failure rate almost four times ...

Reverse-engineer success. Reverse-engineering customer success by analyzing what already works allows for clearer, more impactful goals and strategies. Focus on metrics. Shift focus to actionable, ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

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.

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 ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. We’ve all experienced bad customer service. I tried to resolve a ...

Consumers in Singapore are some of the most optimistic about the positive impact of AI on society, with 68% believing it will bring benefits. Yet fewer than half, just 40 per cent, trust companies to ...

Companies that outsource customer service functions to reduce costs may risk reducing their client list as well, Gartner warned Friday. In fact, the researcher predicted that through 2007 some 80 ...

I recently experienced two epic customer service fails. Like many things in life, we can all learn a lot when things go awry—that is, if we pay attention. Epic Fail #1: After a three-hour drive to a ...