Heroes are born out of moments of crisis. The world has definitely seen its fair share of crises in the last six months, but it has also seen incredible heroes. During challenging times, companies and ...

ServiceNow's NOW Platform is a "Platform of Platforms" that integrates disparate, siloed software and data systems, increasing productivity and improving customer services. The addition of Generative ...

Why is customer service such a difficult art to master?Steve Adubato wrote  Speak from the Heart and  Make the Connection. He is also an anchor for Channel 13/WNET (PBS) and a motivational speaker ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. With all the focus on how AI, data, personalization and more ...

Intelligent, cloud-based contact centers offer a single view of the customer across all channels in real time, helping retailers improve overall customer satisfaction. Traditional, legacy contact ...

I recently came across a powerful quote from my friend Lorie Guest that made me stop and think. She said, “Leaders often believe that if they hire good people, their employees will know how to treat ...

Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. I saw some great insights on how to do it in More Is More by ...

A customer has a problem at home with their HVAC system, lighting, or plumbing. The customer calls a service provider. The service call gets booked. A technician arrives at the customer’s home, ...