Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in ...

These days, business is largely conducted in a digital-first environment. That said, it's still very much possible to deliver personalized experiences to customers. If you want to make a lasting ...

We celebrate Customer Service Week and CX Day in the first week of October. Customer service is a term neatly nested within a more robust category known as customer experience (CX). Many other factors ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Obsession can mean many different things. It can describe a Taylor Swift superfan’s dedication to decoding hidden messages in her album covers or laser-focused attention to detail. But when it comes ...