Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that makes it ...

Texting provides the opportunity for an ongoing conversation even when the customer is on the go. Messaging allows a conversation to be nearly as real-time as a voice call and allows for a lot more ...

Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support ...

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 ...

Customers tell us far more about what they think and feel than we might realize. In the new world of data-driven customer experience (CX), there are countless opportunities to get to know your ...