Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in ...

With customer loyalty as volatile as the market itself, even the smallest oversight in CX can trigger a significant shift in consumer sentiment. As the year comes to a close, 2023 is shaping up to be ...

AI-powered insights. AI-driven predictive analytics allows marketers to forecast future customer behaviors and trends with greater accuracy. Real-time adaptability. By using real-time data and AI, ...

In the digital era, customer interactions with brands span across various touchpoints: Websites, social media, email, in-store visits and mobile apps. As the leader of a digital marketing company, ...

In 2026, the digital landscape continues to shift rapidly, making it more critical than ever for businesses to own their ...

Successfully improving customer satisfaction through AI means becoming data-driven, prioritizing employee feedback and resources, and letting business goals guide technology deployment, says senior ...

In today’s competitive business landscape, entrepreneurs constantly seek ways to enhance customer experience to drive business loyalty. Understanding and prioritizing customer needs is paramount to ...

When someone lands on your website, you have less than a second to make a conversion. Here are design elements that can hurt ...

Conversion is an alluring end-game, but it’s not the only one. Before we celebrate the small percentage of customers who convert, shouldn’t we understand the vast majority who don’t? “A man is dropped ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...