A few weeks ago, I ordered a desk online from a leading office supply and furniture store. I noticed that the desk went on sale just a few hours after I ordered it. I cancelled the original order; the ...

At its F8 Developer Conference in mid-April, Facebook opened its Messenger platform to chatbot services, an enhancement that the social media giant said will change the way users access information, ...

Research firm Gartner forecasts that about 25% of customer service and support operations will employ virtual assistants or chatbot technology for customer engagement across multiple channels by 2020, ...

Rogers & Hollands, an omnichannel jewelry retailer, recently implemented Oracle Retail Xstore Point-of-Service throughout its more than 70 stores. The retailer has utilized the mobile system to ...

While social media has become an important retail vehicle for marketing and consumer engagement, Facebook’s new API for Messenger brings a different twist to the concept of retail customer service.

Remember when big box retailers crushed the “mom and pop” shops that once formed the backbone of retail? The same thing is threatening to happen online, accelerated by the unprecedented challenges, ...

Businesses are turning to AI chatbots to deal with customer service. The new tech saves them money, but it's leaving a lot of ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 4 years old. There aren’t many ...

COSTA MESA, Calif.: 25 April 2019 — A decade after the financial crisis, the banking industry’s reputation remains below pre-crisis levels, yet customers are shrugging off their concerns. Record high ...

Verizon is upping its minimum wage, announcing on Monday that it will now pay at least $20 per hour to retail, sales and customer service teams nationwide. The company says that the new increase will ...