Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Great brands don’t just react to customer expectations. They ...

This voice experience is generated by AI. Learn more. This voice experience is generated by AI. Learn more. AI can be a “great equalizer” for businesses, helping them compete better than ever against ...

Large language models (LLMs) are really nothing new as they have formed the basis of AI initiatives for many companies during recent years. In the wake of OpenAI unleashing ChatGPT into the wild, ...

As building and maintaining customer trust becomes integral to long-term success, US customer experience (CX) leaders are stepping up with new strategies and tools aimed at strengthening brand ...

For decades, the contact center has been a paradox. It is essential to every enterprise, yet it’s not always treated that way: chronically underinvested, fragmented and inefficient. Customers still ...

The Best Customer Experience Solution for Education category recognizes excellence in developing products, platforms, or services that enhance engagement, support, and satisfaction for students, ...

Google Gemini Enterprise for Customer Experience challenges where intelligence lives in the CX stack—and who owns the ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

Telecommunications giant Verizon is announcing a new suite of customer service experiences for consumers of its phone and internet offerings. Among other enhancements, Verizon customers now have ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

A chatbot is still a chatbot. And that’s the problem. While GenAI has helped contact centers deliver better automated experiences, these gains are strictly incremental, not transformational. Customers ...

The company was honored for the Pan-European Contact Operation and Outsourced Contact Center at the European Contact Centre and Customer Support Association's Gala The Unisys Digital Workplace ...