More than a high-speed automation tool, artificial intelligence is becoming a safe testing ground where brands can rehearse ...

As trust erodes and AI accelerates, Experience 5.0 emerges as the framework connecting technology, ethics and human value.

New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...

MSPs are best-situated to grow their existing business when they document common processes and evaluate every single interaction with clients, according to a ConnectWise leader. Service excellence is ...

McDonald’s does not succeed because it delights customers. It succeeds because it removes uncertainty.

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 ...

By Amanda AKUSHIE Customer experience is still widely misunderstood in many organizations. It is often treated as a frontline issue, something to be managed through customer service training, ...

Imagine it's lunchtime. There are half a dozen burger joints you could go to. Assuming prices and food quality are roughly the same at each place, how do you choose where to go? It's all about the ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

Research by consultant Accenture forecasts the economic impact of generative artificial intelligence (AI) in the enterprise. The 2024 report suggests more than $10.3 trillion in additional economic ...