When used for customer service, IPA enhances the customer experience with quick response times, round-the-clock availability, and virtually no human errors. Intelligent process automation (IPA) blends ...

It’s a simple question, but there’s often a complex answer, especially for employees at FedEx, who handle an average of 16.5 million packages a day. Today, machine learning is making getting those ...

Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company TM, today announced Forrester Research named Pega a Leader in The Forrester Wave TM: Customer Service Solutions, Q1 2026 (1).

No matter what kind of business you run, a huge part of your business’ success ties back to your customer service strategy; according to a 2017 Microsoft report, more than half of consumers have ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

Opinions expressed by Entrepreneur contributors are their own. Great companies are like beautiful clocks; they’ve got a lot of moving parts that all have to work together in order for the whole to be ...

Customer service isn't just about being courteous to your customers – it's a vital element of business operations that can impact your bottom line and affect how your company is viewed in the public ...

At my company VerticalResponse, we’re going through a rewrite of all of our customer service processes so that our customers can get what they need easily and effectively. This includes details like ...