Opinions expressed by Forbes Contributors are their own. I am a Customer Experience Futurist, Author and Keynote Speaker. AI is expanding into new areas of customer service. Here’s why it can ...

it’s more effective to see AI as an enabler for human roles, enhancing customer service. Over 80 percent of consumers prefer speaking to a human for complex or sensitive issues. AI-driven tools ...

When Christina Kosmowski (’98) started working at Salesforce as a consultant in 2002, the customer relationship management platform ... “We also learned to understand the human side of business and ...

The hot new status symbol in customer service: a phone call with an actual human. There are a lot of ways you might characterize customer-service calls: frustrating, time-consuming, annoying.