Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

NPR's Ari Shapiro speaks with Neera Tanden, domestic policy adviser to President Biden, on the administration's new "Time is Money" initiative. AUTOMATED VOICE #2 ...

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 ...

Japanese telecommunications giant SoftBank recently announced that it has been developing "emotion-canceling" technology powered by AI that will alter the voices of angry customers to sound calmer ...

Even in a blazingly fast, digital-first world, our society’s relentless pursuit of procedural and experiential optimization is probably always going to have a stubborn wrench stuck in the gears: ...

Jeff Carlson writes about mobile technology for CNET. He is also the author of dozens of how-to books covering a wide spectrum ranging from Apple devices and cameras to photo editing software and ...