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 ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

The United States is in a data quality crisis. This impacts everything, from productivity to AI. Here I’ll focus on the impact of bad data on customer service, which is also in crisis. I recently got ...

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Inbound phone support is an undervalued customer service tool. Here is how to turn phone support into a source of customer ...

Social Security’s acting commissioner recently said out loud what many beneficiaries are thinking these days — the agency’s telephone customer service can “suck.” “We need to show how bad we suck on ...

Poor customer service can have a big effect on a business’s ability to succeed. And while a smile and a helpful attitude can go a long way toward creating a positive experience for a customer, they ...