As pandemic headwinds beset brands, they’ve had to deal with increasing customer service challenges ranging from providing a consistent experience during digital transformations to scaling service ...

Forbes contributors publish independent expert analyses and insights. Kathleen Walch covers AI, ML, and big data best practices. Sep 29, 2024, 11:42am EDT Many companies are turning to AI to help with ...

When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better ...

Predicting the outcome of the NCAA men’s Division I basketball tournament — an event where upsets are celebrated wildly and the outcome is notoriously difficult to foresee — is nearly as competitive ...

Emplifi’s social care analysis found new patterns emerging for airline brands, with social AI agent implementations surging while activity on X sharply declines, leaving room for improvement NEW YORK- ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Emplifi found that when airline brands do respond to social media customer service questions, they are more likely to respond on Instagram. Response rates to customer questions left in the comments ...