It’s become a cliché to say that customer experience (CX) isn’t the sole responsibility of any one team, or that every part of the business should have a role to play in CX. Of course they do. The ...

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 ...

Have you ever been stuck in an endless loop of useless interaction with a customer support agent, or worse yet, a chatbot that just doesn’t get it? I certainly have and it’s sometimes enough to make ...

Companies strive to provide excellent service to keep their customers satisfied. However, traditional customer support methods often struggle to keep up with the demand of queries. Long wait times for ...

Artificial intelligence (AI) is transforming customer service from a reactive, labor-intensive function into a proactive, data-driven advantage. With the rise of —ranging from intelligent chatbots to ...