Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. If your customer experience or marketing efforts aren’t ...

A global pandemic, wildfires, racial protests and a polarizing election: at this moment, a ranking of stores that offer a satisfying shopping experience might seem completely irrelevant. And if that's ...

The way we as individuals interact with companies (our "suppliers") is on the brink of a major change, driven by the rise of personal agents. These AI-powered "customer-side agents" are set to ...

Service is a mission-critical activity that deserves your attention today and every day. Key findings and surprises from Bizrate Insights’ January 2024 survey of 900 online shoppers provide a ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

When you open a new account with a bank, you’re choosing a company to build a relationship with. It’s important to start that relationship with a financial institution that values customer service.

In the course of a day there are any number of interactions that can darken your mood. One thing that brightens it? Dealing with a company that treats you respectfully, one that prioritizes your needs ...