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 ...

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 ...

Jen Spencer is CEO of SmartBug Media—a full-service digital agency helping businesses get the most out of their full customer life cycle. Few companies would admit to not focusing on their customers.

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 ...

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 ...

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 ...

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 ...

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 ...