Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Ask for a definition of customer service, and you probably will be met with a long pause, followed by a disjointed and vague response. While most people, including chief executive officers throughout ...

Twenty-four-hour customer support with zero hold time, infinite personalization, customized care, and behavior-based response are all aspects of the customer experience that will be expected sooner ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. What is customer engagement? A Google search will provide ...

One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...