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 ...

Exceptional customer service can make or break a brand, and in today's fast-paced world, large language models (LLMs) are dramatically transforming how businesses approach customer support.

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 ...

Businesses are increasingly replacing human customer support with AI agents, despite the proven value of human interaction in building trust and loyalty. This shift often leads to frustrating ...

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 ...