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 ...

Customer service is at the core of customer experience, and has arguably seen more change and elevated importance over the past years than any other business function, this according to the 2022 State ...

In today's competitive business world, providing exceptional customer service is a crucial part of any company's success. While having knowledgeable managers and customer service representatives is ...

Truly effective customer service is rooted in empathy, because it’s people who reach other people, and customers crave that kind of authenticity in their interactions with brands. A customer service ...

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 ...

There are far more companies that want to become “the Ritz-Carlton of banking” than “the Wachovia of Hotels” I’ve found, as a customer service turnaround expert and consultant. In fact, working across ...

CCOs play a critical role in today's demanding marketplace. But without the right support, authority and resources they will never achieve the intended impact. I’ve worked with several clients ...

Amazon’s launch of the AI chatbot Q represents a significant development in the integration of artificial intelligence in customer service. This advancement and others demonstrate AI’s growing ...

There is a lot of psychology involved in trying to make a sale. Here are the key principles to understand when you're ...

Efforts by health systems to provide care in the most appropriate, lowest cost setting coupled with advances in minimally invasive techniques have shifted many hospital cases to the outpatient setting ...