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

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

Organisations will always win when customer experience is treated as a continuous commitment that ensures they feel seen, ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

Long lines. Confusing websites. Unreachable customer service. Many Americans navigate these common obstacles to access critical services from the federal government. Recent polling by my organization, ...

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 ...

Americans' satisfaction with companies is showing signs of declining in 2024 after riding a high when the economy rebounded following the coronavirus pandemic. Customer satisfaction dipped 0.1% in the ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Opinions expressed by Entrepreneur contributors are their own. Are you gearing up to launch an internal customer service initiative? Well, you’ve come to the right place. I’m happy to equip you with ...