“You are the same today as you’ll be in five years except for two things: the books you read and the people you meet,” wrote author and speaker Charlie ‘Tremendous’ Jones. There is no faster path to ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. How do you take on an industry giant and deliver innovative ...

Please provide your email address to receive an email when new articles are posted on . After reading this issue’s cover story, I Googled “customer service books” and was directed to no less than 27 ...

From time to time, in my work as a customer service consultant, I run into company leaders who wake up on a random weekday morning, suddenly and unstoppably gung ho on improving customer service ...

Overview:Modern retail success blends strategy, data, and human connection to create meaningful in-store and digital ...

Ask executives from any company that has achieved consistent improvements in customer service and they will tell you that they could not have done it without putting in place a comprehensive and ...