When efficiency outweighs empathy, customer experience suffers, writes Nic Laschinger, technology director of Euphoria ...

A real phone call shows AI trying to act like a human but failing, making it clear that businesses should reconsider replacing people with artificial intelligence. PORTLAND, Ore., March 4, 2026 ...

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 ...

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 ...

TL;DR at bottom<BR><BR>For Christmas I got a gift card to B&N, nice gift I like books. I remembered that I could be extra lazy and use the GC online, so I did. I ordered 6 books, 2 of which were ...

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 ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Janet Heller noticed it when she broke her arm and could no longer drive ...

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 ...

I like to share everyday life events with you, and I tend to get cranky and write about the bad stuff too often. So I am about to lavish great praise on a company for excellent customer service. I ...

You're already feeling your blood pressure soar as you listen to the same few bars of the same synthesized on-hold phone music so many times, it’s bored into your brain. Finally, after 15, 20, maybe ...