Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Organisations will always win when customer experience is treated as a continuous commitment that ensures they feel seen, ...

Toward the end of last year, I was a guest on one of Paul Greenberg’s and Brent Leary’s shows on their new streaming network, PPN. There’s a lot of CRM content there, naturally, and I am always amazed ...

How a business handles customer service interactions increasingly defines its online reputation, yet, according to our recent survey that gives a list of the best and worst customer service brands, ...