Getting Back To Customer Service Basics In A Digitally Connected Era For as long as retail has existed, so has customer service. One would argue that the two go hand-in-hand, and that a retailer ...

No longer nice-to-haves, CRM systems today are essential tools helping organizations create the high-touch, personalized interactions their customers demand. While most people equate customer ...

— his 35 years in fixed ops, Bob Cawley has heard his share of advice. He has been told about new gadgets, the latest and greatest processes and bold "out-of-the-box thinking." To it all, Cawley says, ...

BT Ireland’s Shay Walsh discusses the current customer experience landscape and why it’s important that leaders walk in their customers’ shoes. While digital transformation has accelerated massively ...

Customers’ expectations of speed, consistency and ubiquity of service delivery are changing very fast. To keep pace with these changes a lot of industries are turning to the adoption of technology as ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Want to see customer experience in action? Just go on vacation.

“Internet-based customer service mechanisms, such as email and online chat features, consistently trump call centers in retail and a host of other service industries for ease-of-use and overall ...