It’s popular for companies to declare they are customer-centric, focused on customer experience, obsessed with the customer, and so on. But, there’s a major disconnect between executive pronouncements ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

In today’s competitive marketplace, you need to up your game. It’s not enough to try and deliver outstanding customer service; you need to consider the customer’s experience as a whole. What is ...

Artificial intelligence (AI) is reshaping how businesses interpret the Voice of the Customer (VoC), elevating customer feedback to actionable insights for product enhancement and proactive service.

CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.

It is evident that artificial intelligence, along with its various technologies, is making a positive impact on user and customer experience. We are witnessing the integration of AI into the public ...

You’re not alone: Companies and government agencies seem more difficult to deal with than ever before. Customer experience in the U.S. has declined for the third year in a row, according to research ...

Exceptional customer service depends on more than smiling, empathetic employees (though they’re vitally important as well!). It also requires customer service standards and customer experience systems ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...