Pandemic fatigue has taken its toll, chatbots are gaining ground, but for now the phone is still king of customer service channels. Customer experience has taken on a new level of importance for ...

We all know that customer service is a core space where companies can improve to maintain an edge against their competitors. An article from Zendesk highlights "51 customer service statistics you need ...

As building and maintaining customer trust becomes integral to long-term success, US customer experience (CX) leaders are stepping up with new strategies and tools aimed at strengthening brand ...

With economic uncertainty in the headlines, consumer confidence is crossing stormy waters—changing expectations, thus driving consumer trends, and making it critical for businesses to stay on top of ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. NPS is one of the most powerful metrics to determine if the ...