Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. In the realm of customer service, a monumental shift is underway. Outdated legacy software ...

Explore the top 18 generative AI tools revolutionizing customer service, from advanced chatbots like Cognigy and IBM WatsonX Assistant to comprehensive platforms like Salesforce Einstein Service Cloud ...

According to Salesforce, the leading CRM provider (and more on them in a moment), CRM software grew out of the contact management software of the 1980s, which in turn was meant to provide a digital ...

In the dynamic realm of customer service, where technological innovation surges forward with unrelenting speed, businesses find themselves at the cusp of a profound transformation in AI customer ...

In 2025, CRMs go far beyond simple customer lists. Modern CRM platforms are AI-powered growth engines, integrating everything from sales automation to marketing tools and support. My team and I have ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

Customer retention is one of the most effective ways to achieve business success, but turning customers into repeat buyers isn’t always straightforward, especially if you don’t leverage ...