This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

Last week, the frontline and backend teams of 9mobile came together to celebrate Customer Service Week, a global event recognizing the hard work and dedication of customer service professionals. The ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer Service Week is celebrated each year during the ...

Think about your last online or over-the-phone customer service experience. You’re probably cringing. The scripted chat messages, fruitless attempts to circumvent the dreaded “Press 3 to connect to ...

You’re the manager of a Hilton Garden Inn, and it’s the height of family vacation season. The lobby is abuzz with kids toting skateboards and moms pushing strollers; your front desk agents are ...

A good customer service department sets out to create a positive experience for the customer each time. The customer may not always get the results he was looking for, but a good customer service ...

Even the most engaged, best-intentioned employees (and their managers) can benefit from knowing a couple essential expert formulas that will improve their customer service performance day in and day ...

An Ocean Springs restaurant is adding a high-tech twist to customer service. Meet Sassy T2, the newest member of the team at ...

As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Chewy CEO Sumit Singh explains that a “moat” of ...