I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

A superior customer service experience is a competitive advantage that’s available to any business willing to do the work. In the face of the current disruptions, here are some improvements you can be ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Apr 18, 2021, 06:03pm EDT Oct 01, 2021, 12:30pm EDT This ...

People react to customer service failures in three ways, impacting on whether they share their experience online, according to new research which suggests that companies need to rethink how they ...

Chicago, March 26, 2020 -- Researchers from New Mexico State University, University of South Carolina, Zhejiang University (China), and The Ohio State University published a new paper in the Journal ...

Artificial Intelligence is transforming the customer service workforce with the delivery of 24/7 customer care and heightened customer engagement. According to a recent State of AI in Customer Service ...