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 ...

We’ve all had bad customer service experiences – probably too many to count. Despite all the great technology out there today, many organizations either fail to invest in and deploy tools and ...

It’s not been a great couple of months for customer experience. Now, as someone who is an advocate for great service and experience, these sorts of announcements make for troubling reading. But, I ...