As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Bad customer experiences could cost organizations throughout ...

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 ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

Forbes contributors publish independent expert analyses and insights. Rachel Wells is a writer who covers leadership, AI, and upskilling. Within the last five years, Google searches for "remote ...

Rare is the company today that does not claim to be “customer-centric”. Anyone unfortunate enough to have sought assistance or redress from big business may quibble. Many interactions with customer ...