The Measure. Train. Coach. 2.0 customer experience framework will debut at the upcoming Trinity Forum in Doha (5-6 February).

An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

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 ...

When you're a business owner, it's hard to be everywhere at once — even though, your venture kind of demands it of you, especially if you're a solopreneur. Luckily, there are lots of tools on the ...

This year if we want to see a generation of Tanzanian professionals who lead globally, serve excellently, and innovate boldly, let’s build the scaffolding that gets them there.

How a business handles customer service interactions increasingly defines its online reputation, yet, according to our recent survey that gives a list of the best and worst customer service brands, ...