I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four different software tools (the actual ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 5 years old. Exceptional customer ...

In today's competitive business landscape, the devil is in the details. With so many businesses competing for customers in both online and brick-and-mortar spaces, setting a business apart boils down ...

At the University of Houston-Victoria Small Business Development Center, we tell our clients that it is so important to find a competitive advantage for their business. The competitive advantage is ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Today’s business landscape isn’t defined just by products or pricing—it’s defined by ...

New AI conversational tool enables customer service agents to reduce average handle time by two minutes, increase interaction efficiency by 30% and trains new agents 70% faster San Francisco, Jan. 24, ...

Here’s your guide to reducing costs and increasing revenue through effective customer journey orchestration. The world isn’t what it once was. This isn’t hyperbolic; global uncertainty means ...

Fintech is on an unstoppable evolution, but one vital aspect is still getting sidelined: customer support. Even as the sector champions technological advances, many fintech firms still haven’t tapped ...

While it has always been important, customer experience is quickly becoming an essential component to secure a competitive advantage in today’s marketplace. In fact, a widely cited study conducted by ...

PROVO, Utah & SEATTLE--(BUSINESS WIRE)--More than 60% of customer experience leaders expect that AI will give them a competitive advantage, indicating that AI is poised to make a significant impact on ...

Customer experience (CX) is a very simple term, relating to the perceptions created by interaction with your organisation and ultimately the impression left with potential or engaged customers during ...

Ecommerce returns are the new reality for retailers, but their rapid rise doesn’t have to crush conversion rates and profitability. Instead, brands should put themselves in shoppers’ shoes. Consider ...