Forbes contributors publish independent expert analyses and insights. I write about branding, trends, creativity and disruptive businesses. Pitching ideas is easy. Finding big problems in large ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

The current era of efficiency and optimization has ushered in AI assistants and automation to help get the job done faster. While these tools undoubtedly accelerate performance, companies should not ...

The report highlights that a significant percentage of churn can be attributed to product-market fit issues or a failure of the product to meet customer expectations. No amount of proactive CS ...

As customers demand ever faster, smoother service, traditional IT systems cannot keep pace. Autonomous CRMs offer a way ...

Support still missing. Customers struggle to reach real people as companies bury contact options. Automation fails often. Scripted bots and self-service tools frustrate users during real problems.

McDonald's is one of the most popular restaurants in the world, but the company has been witnessing a troubling shift in customer behavior lately as the economy strains many of its customers, forcing ...

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After recently suffering a startling loss, Verizon (VZ) is quietly planning to pull a lever that customers have historically despised. Currently, Verizon is battling a fleeing customer problem that ...