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 ...

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. It is common knowledge that delivering superior digital ...

As more telecom customers manage their accounts digitally, mobile apps and websites have become the primary way to pay bills, ...

What resolves tickets fast may be quietly draining millions, as goodwill credits slip outside governance and into habit.

Despite its central importance to the success of every business, customer experience is rarely implemented as effectively as it could be by leadership teams. This happens because customer experience ...

For years, the customer experience playbook has been treated like a technology problem. Add another tool. Deploy another bot. Automate another workflow. And yet here we are, heading into 2026 with ...

A 2025 Outstanding Independents Summit panel provided insights and practical strategies small operators can implement today. "Really think about what the job is the customer is doing when they come ...

You probably have heard of those special dates on the business calendar. Think National Fun at Work Day, Employee Appreciation Day, National Bike to Work Day, or even National Salesperson Day. While ...

A great customer experience drives value for your customers—something you and your customers benefit from. Yet getting the customer journey and overall experience right is a tricky puzzle to solve for ...

When a patient is rushed into an operating room after an emergency, they aren’t treated by a single doctor, left alone to diagnose and triage what’s wrong; it’s a team of skilled surgeons, leaning on ...

ShipStation reports ecommerce delivery should be viewed as a competitive advantage; good delivery experiences foster customer ...