Customer service or the lack thereof is always an issue with hardware, software and communications companies. Louis D'Ambrosio, the President and CEO of Avaya, presented the first keynote at Voiceon ...

On October 23, the Federal Communications Commission (FCC or Commission) issued a Notice of Inquiry (NOI) focused on customer service across a wide array of communications companies, expressly ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This voice experience is generated by AI. Learn more. This ...

Today, customers have more control than ever over how they interact with businesses. Attention is much more difficult to get, and data privacy and compliance are necessary for every interaction. At ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

New data reveals how customers really feel about AI in service, and why human connection still plays a critical role in trust, loyalty and growth. Customers still strongly prefer humans in customer ...

Atlas differentiates its AI agents by 'cloning' the communication styles of business owners and top performers. Atlas Blue and Atlas Voice apply those proven approaches to iMessage and phone ...

A theoretical study suggests that repeated interactions with customer service AI could subtly influence human communication, ...