A study by USA TODAY and Plant-A Insights analyzed which financial services companies offer the best customer service in ...

According to new research, interacting with automated chatbots for customer service is viewed by consumers as a source of increasing frustration. In fact, over 72% of respondents in a recent UJET ...

Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...

Corrections & Clarifications: An earlier version of this story misclassified Chewy.com The company is an online shop. Retail giant Amazon, online fast-fashion retailer Shein and confectionary brand ...

If your satisfaction with your bank has gone down lately, you may be in the majority. The latest J.D. Power customer satisfaction study of U.S. banks shows consumer trust in retail banks has declined ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

NPR's Juana Summers speaks with former customer service executive Amas Tenumah, author of Waiting for Service, on recent surveys showing Americans' dissatisfaction at record highs. American ...

The research explores the question of how personalized customer service profiles influence customer behavior compared to standardized profiles.