Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their customer service processes. Getting customer service right is something that I've always ...

The B2B technology market has been in a state of deep freeze for well over two years, since the Fed began increasing interest rates, raising borrowing costs, and making funding more difficult. Mergers ...

Emotional intelligence, or EQ, as it is often referred to, is your most critical element (yet likely your most overlooked) when delivering truly competitive customer service in your industry. I cannot ...

Modern consumers expect personalized experiences tailored to their unique preferences, behaviors and needs. Businesses striving to meet these expectations are turning to AI-powered knowledge graphs — ...