Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

The UK Financial Conduct Authority (FCA) has published the findings of its review of firms' approaches to the consumer support outcome of the Consumer Duty. The FCA identified a range of good ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

A few months ago, I walked into the office of one of our customers, a publicly traded vertical software company with tens of thousands of small business customers. I expected to meet a traditional ...

Artificial intelligence (AI) is transforming customer service from a reactive, labor-intensive function into a proactive, data-driven advantage. With the rise of —ranging from intelligent chatbots to ...

Integrating AI isn’t enough—businesses must structure, train and continuously refine their knowledge bases to ensure accuracy, usability and painless CX. As customer expectations rise, businesses are ...

One red-hot category in the generative AI space is customer support, which isn’t surprising, really, when you consider the tech’s potential to cut contact center costs while increasing scale. Critics ...

Add Yahoo as a preferred source to see more of our stories on Google. AI startup Anysphere has been riding high over the past two months, thanks to the skyrocketing popularity of its AI-powered ...

Insurity's 2026 AI in Insurance Report reveals consumer support for AI in P&C insurance has nearly doubled from 2025.