Forbes contributors publish independent expert analyses and insights. TerDawn DeBoe covers small business AI strategy and ROI measurement. This voice experience is generated by AI. Learn more. This ...

Despite consumers having an increased comfort level with AI, there is a missed opportunity when businesses deploy increase automation without thinking holistically about both cost-cutting and the ...

When should companies use AI in customer service, and when should customers talk to a human? Shep Hyken explores AI, empathy, ...

70% of service organizations using AI agents report positive outcomes within 60 days of deployment. Agentic AI adoption for service organizations has grown from 39% to 66% in the past 12 months. A new ...

Customers still strongly prefer humans in customer service. In today's AI-driven world, human connection remains a major driver of trust, loyalty and long-term growth. Human support is a competitive ...

Artificial intelligence is revolutionizing customer service across multiple industries. However, both industry professionals and American consumers say it’s a mixed blessing that requires a clear ...

Generative AI is transforming customer service — but are companies ready? In this episode of Today in Tech, Keith Shaw talks with Glenn Nethercutt, CTO at Genesys, about the rise of AI-powered ...

Embedding artificial intelligence (AI) in customer service operations is becoming commonplace, but the technology doesn't seem to be lightening the workloads of customer service reps. New research by ...

Wharton’s Christian Terwiesch talks about the tension between human and AI-powered customer service and why there’s a trade-off between cost and quality. Everyone has a customer service horror story, ...

Heathrow and Salesforce launched AI assistant Hallie to manage customer inquiries, boosting efficiency at the UK's busiest airport.

San Francisco, United States, September 14, 2026 — Simpler Media Group (SMG) is accepting submissions for the 2027 IMPACT Awards across its three editorial brands: CMSWire, Reworked and VKTR. Entries ...

New data reveals how customers really feel about AI in service, and why human connection still plays a critical role in trust, loyalty and growth. Customers still strongly prefer humans in customer ...