Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 5 years old. Since its inception, ...

The term “customer experience” is ubiquitous in business these days. In fact, focusing on the customer experience has become the single most important way for an organization to achieve success—often ...

The first place someone turns when they open a yearbook is, of course, their own picture. This universal phenomenon has implications for customer service, including the following five points pulled ...

For a business to successfully function, it is important for the employees to possess interpersonal and customer service skills. These two skill areas are important parts of overall business ...

There are a number of reasons that companies fail at customer service. As I read dozens of articles each week, numerous books on the topic throughout the year, as well as conduct some of my own ...

Customer service workers are some of the most threatened by AI automation, and a lot of corporate leaders are more than happy to let those workers lose their jobs. But here’s a loss that their ...