While it’s often the horrible customer service experiences that go viral on social media or become the topic of discussion over dinner, when asked, most people could likely think of a time when they ...

Customer experience professionals share their lessons learned during the pandemic and what to focus on in 2022. COVID-19 has devastated lives and livelihoods all across the world in a short amount of ...

Forbes contributors publish independent expert analyses and insights. John Hall covers entrepreneurial topics that help companies grow. It’s a sensitive time, and customer service has never been ...

At about 1 a.m. during a memorable trip I took to Australia, I awoke suddenly in a hot sweat in my hotel room at the Intercontinental Sydney Double Bay. Supposedly among that country's leading hotels, ...

An intense level of customer focus is a trait you’ll find at any company known for world-class service. The only “problem” is that we don’t often get to peek at these companies specific practices: ...

The connections between strong customer service and key business benefits like increased customer loyalty, repeat purchases and even upselling have never been stronger, thanks in part to the impact of ...

L-R: Faizun Kamal, Joanna Swash, Christopher Tompkins, Pradeep Anand, Jared Knisley, Mackenzie Toland The Business Journals Leadership Trust By Business Journals Leadership Trust Expert Panel® Visit ...

GenAI has the potential to enhance customer service productivity by 45% (McKinsey). However, most early GenAI projects in customer service have failed to meet cost reduction and CX goals. Gartner ...