Customer service has traditionally been viewed through a simple lens: as a cost center that handles problems, manages risk and keeps customers from escalating complaints. Finance teams measure ...

In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

Forbes contributors publish independent expert analyses and insights. Dr. Lance B. Eliot is a world-renowned AI scientist and consultant. Customer service is supposed to be a vital part of delighting ...