As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

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

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 ...

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 ...

If you've ever wanted to complain to customer service — about customer service — you're not alone. According to the National Customer Rage Survey released last month, 74% of Americans reported having ...

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 ...

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 ...

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

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 ...

A total of seven convenience store retailers made the new ranking, including: Buc-ee's (No. 13) QuikTrip Corp. (No. 16) Kwik ...