In today’s fast-paced business landscape, customer service is no longer a support function. Advancements in technology have transformed the contact center into a core value driver for the business.

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).

In the high-stress arena of air travel, where delayed or canceled flights can leave passengers marooned in terminals and tethered to lengthy customer service calls, American Airlines' strategy to cut ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Gadi Shamia After the ...

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

In today’s business world, the importance of delivering exceptional customer service cannot be overstated. This is where automation comes into play, offering businesses a powerful tool to enhance ...

Quiq reports AI automation enhances efficiency by adapting to customer interactions, offering personalized service while ...

Automation, like any other technology, can either augment human capabilities and foster stronger business relationships or degrade them. Take email, for example. After decades of use, most recognize ...

Gartner predicts half of firms that cut customer service staff due to AI will rehire by 2027 as enterprises rebalance ...

We're all living in a world of rapid change. The way we work has been fundamentally altered by the COVID-19 pandemic, and many businesses have had to adapt to hybrid and remote work models. In my ...

Asking a customer multiple times what their problem is a fundamental example of customer service agent manual toil that should be replaced with automation, says an executive at a company specializing ...

The customer experience is one of the most important focus areas for businesses. According to PwC, among all customers, 73% point to experience as an important factor in their purchasing decisions, ...