If you run into an issue when catching a flight, it can be reassuring to have the time and the attention of both customer service and gate agents. But American Airlines appears to be changing the ...

Digital beings are coming into parity with the way humans think,” says Chetan Dube, an AI pioneer and the CEO of Quant.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Great brands don’t just react to customer expectations. They ...

Emplifi’s social care analysis found new patterns emerging for airline brands, with social AI agent implementations surging while activity on X sharply declines leaving room for improvement NEW YORK-- ...

The uniformed male attendant had just landed at Atlanta Airport when he began calling out the female Southwest employee for what he claimed was poor customer service, according to a video posted on ...

Dan Smoker’s dream family trip to Europe turned into a nightmare—not because of a cancellation, but due to a call he made to United Airlines. After his initial flight was canceled due to mechanical ...