Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Janet Heller noticed it when she broke her arm and could no longer drive ...

Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you want an idea of how far customer service has fallen — and how ...

Facebook and Instagram parent Meta Platforms Inc. in February began testing a paid membership program with benefits including direct access to customer support agents, a function that many companies ...

The modern CX space is full of challenges and opportunities. Leveraging CX tech is critical to meet evolving expectations and create a customer-centric culture Many customers dread needing to contact ...

Each year, Norfolk Southern (NS) conducts a comprehensive customer survey to gauge service performance and identify opportunities for improvement. In 2025, we achieved a world-class response rate of ...

Consistency is at the heart of successful businesses that place customer satisfaction as a priority. Consumers expect a consistent experience across all brand interactions, whether online, in-store or ...

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues ...

Customer service is on the brink of a major transformation in 2024 Four trends that will drive a better AI customer experience You’ve just assembled your new grill, but you’re stumped on how to hook ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

The North Carolina Division of Motor Vehicles is kicking off a five-year strategic plan to improve customer service starting in 2026. Officials with NCDMV say the agency has been up against some major ...