Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

We dig into some common Voice of the Customer templates and how CX practitioners approach collecting their customers' feedback. More than three-quarters of consumers expect companies to understand ...

Starting a customer services business typically involves conducting market research, writing a comprehensive business plan, hiring staff to handle customer needs and marketing your services. Effective ...

Customer service isn't just about being courteous to your customers – it's a vital element of business operations that can impact your bottom line and affect how your company is viewed in the public ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

James Chen, CMT is an expert trader, investment adviser, and global market strategist. David Kindness is a Certified Public Accountant (CPA) and an expert in the fields of financial accounting, ...

In most cases, poor customer experiences are rooted in inefficient or outdated processes and technology — or at times, both. By now, businesses have spearheaded multiple initiatives around customer ...