Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you want an idea of how far customer service has fallen — and how ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Bad customer experiences could cost organizations throughout ...

Three businesses along the East Coast received consecutive Talk Awards for their award-winning customer service.

When you shop through retailer links on our site, we may earn affiliate commissions. 100% of the fees we collect are used to support our nonprofit mission. Learn more. Bob Solomon was counting the ...

After asking his satellite company to change his TV service from wired to wireless, Scott M. Broetzmann spent months trying to get the job done. First, technicians failed to show up for scheduled ...

Zoom swung for the fences last summer when its stock value was soaring, offering almost $15 billion to buy Five9 to get into customer service. Eventually the deal fell apart when the stock price ...

The digital age has made us a DIY economy in which millions of jobs no longer exist not because computers do the work, but ...