Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Because of AI, so much has changed in the way companies do ...

Financial advisors once feared that technological advancements would erase the need for their services. But forward-looking advisors are fighting back by tapping into the power of technology to ...

Understanding how to leverage technology without losing sight of individual customer needs and experiences can differentiate a company in a crowded marketplace and ...

Today’s retail landscape is not defined by in-person shopping or e-commerce; it’s shaped by both working in tandem, creating increasingly more immersive experiences that target and appeal to a broader ...

Most insurers cite customers as their No. 1 priority and many reference their customer-centric mission statements that, in some cases, date back more than a century. However, one look at social media ...

Ladderworks is a publishing platform of diverse picture books and online curriculum with the mission to empower over a million kids to become social entrepreneurs. Our current series features ...

Artificial intelligence and natural language processing technologies are driving the use of pedagogical conversational agents with empathic capabilities. They are virtual tools (e.g., chatbots) that ...

Maine currently has the oldest state population in America. For MaineHealth, the state’s largest integrated health system, that poses a unique challenge: As healthcare evolves, how do you ensure ...

In labs, living rooms, hospitals, and classrooms, robots are no longer just tools—they’re becoming social actors. People apologize to robot vacuums, feel guilty turning off companion bots, and ...

You can’t talk about hiring and retention without mentioning the “Great Resignation.” Last December alone, more than 4 million Americans quit their jobs. The greatest increase in resignations occurred ...

Fighting For Empathy And Technology Andria Lightfoot is a ‘force to be reckoned with’ This month I have the pleasure of speaking with Andria Lightfoot. Andria is the chief customer officer (CCO) of ...