Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This voice experience is generated by AI. Learn more. This ...

In business, leadership does not always start in a boardroom. Sometimes it begins in a small town, with strong family values, ...

A new estimate puts the cost of dealing with robocalls, hidden fees and customer service chatbots that can’t solve most ...

Before a chatbot fumbles a question or an interactive voice response (IVR) tree traps a caller in menu purgatory, there is a more fundamental problem. Nearly half of the world's largest companies ...

Journey maps aren’t the goal. They’re tools for sense-making, alignment and action—not polished deliverables meant to impress stakeholders. Real impact comes from operational alignment. Journey work ...

It’s important to stay focused on solving real business problems with AI, not using AI just for the sake of AI.

In many households, the conversation about college used to revolve around prestige, passion, and proximity. Today, there is a ...

When a Nor'easter led to thousands of cancelled flights earlier this year, customer service agents at one airline kept directing people to kiosks to rebook their travel. This should have saved the ...

Technology leader Tresor Lisungu Oteko emphasizes a customer-first approach, driving innovation and digital transformation with a focus on delivering exceptional user experiences, featured in leading ...

Customer expectations have never been higher. Brands must consistently deliver great experiences at every moment in the buyer ...

Laura Joseph. You’ve worked across telecoms, banking and the Post Office before joining Tesco Mobile as chief customer ...

Scale is about exponential impact. It’s a curve, not a line. Hear me out. The best way to define scale is to look at it ...