The United States is in a data quality crisis. This impacts everything, from productivity to AI. Here I’ll focus on the impact of bad data on customer service, which is also in crisis. I recently got ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. That’s the question we asked more than 1,000 consumers ...

I had a problem with my phone, which is a landline (and yes, I’ve heard all the smartass remarks about being the last person on earth with a landline, but go ahead, take your best shot). The point is, ...

A customer-first business strategy that prioritizes exceptional service, empowers employees and leverages feedback can transform satisfied customers into loyal advocates, driving sustainable, ...

This is read by an automated voice. Please report any issues or inconsistencies here. Busy, distracted, anxious, many of us have remained oblivious to the escalating level of work that we do as ...

You're currently following this author! Want to unfollow? Unsubscribe via the link in your email. There are a lot of ways you might characterize customer-service calls: frustrating, time-consuming, ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...

In this episode of CX Decoded, host Dom Nicastro, editor-in-chief of CMSWire, dives into the future of AI in customer service with insights from three leading experts in the field. This episode brings ...

“Whom you often long to speak to during a customer service call." This clue from a recent New York Times mini crossword puzzle gave me nary a pause, thanks to the CX analyst in me. I knew “human” had ...