Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

Customer service is a critical component of any successful business. It can make or break a customer’s experience, ultimately impacting the company’s bottom line. What can a business that is ...

Does your customer experience strategy have a big impact on your bottom line? It should. A thoughtful, dynamic customer experience strategy is at the heart of every bottom-line-boosting CX effort.

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues ...

Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. I saw some great insights on how to do it in More Is More by ...

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, ...

CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.

Sobot ranked in 252 reports and earned 32 badges in G2 reports for Winter 2026, including 7 leader badges. The strong ...

Exceptional customer service depends on more than smiling, empathetic employees (though they’re vitally important as well!). It also requires customer service standards and customer experience systems ...

What businesses have the top customer service according to consumers? USA TODAY, in collaboration with Plant-A Insights Group, presents America's Customer Service Champions 2024. It recognizes ...

TROY, Mich.: 9 March 2023 — The increasing volume of battery electric vehicles (BEVs) being serviced at dealerships is contributing to a negative effect on overall customer service satisfaction, ...