One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

Businesses can transform satisfied customers into passionate brand advocates by consistently exceeding expectations through a ...

Customer service is a critical component of any successful business. It can make or break a customer’s experience, ultimately impacting the company’s bottom line. What can a business that is ...

Customer service friction is felt by customers and businesses. Here's how to reduce friction for everyone concerned. “I’d really like to work harder to get the same end results,” said no one ever. We ...

Forty years of waiting tables taught Kathy Fisher a few things about customer service: Pay attention to the customer, stay ...

Customer service refers to the range of information, support and service offered to clients before, during or after making actual purchase of a goods or service. Interestingly, customers are not ...

In the last few years contact centres have profoundly transformed, steadily yielding to the broader concept of 'customer experience'. Contact centres are converting from only having live agents to ...

Customer service is at its own “faster horses vs. automobiles” moment.

Businesses are turning to AI chatbots to deal with customer service. The new tech saves them money, but it's leaving a lot of ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

While your customer service organization marvels at how far it's come, customers see how much further you still have to go. No surprise, self-service continues to climb in importance. Web self-service ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 6 years old. Business is moving ...