It’s become a cliché to say that customer experience (CX) isn’t the sole responsibility of any one team, or that every part of the business should have a role to play in CX. Of course they do. The ...

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 ...

Explore why approaching Customer Experience (CX) as a technology project leads to failure, and discover the importance of a ...

Is your company “afraid to grow”? In the personal development and psychology space, there is a concept called “fear of success,” where an individual might want success but finds themself ...

Artificial intelligence (AI) is transforming customer service from a reactive, labor-intensive function into a proactive, data-driven advantage. With the rise of —ranging from intelligent chatbots to ...