Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in ...

Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

These days, business is largely conducted in a digital-first environment. That said, it's still very much possible to deliver personalized experiences to customers. If you want to make a lasting ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...