Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. eBay is an online auction and retail marketplace where ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in ...

As customer expectations continue to rise and the traditional reactive models of customer service are increasingly proving to be inadequate, the quest for excellence in customer support today has led ...

Artificial intelligence (AI) is transforming customer service from a reactive, labor-intensive function into a proactive, data-driven advantage. With the rise of —ranging from intelligent chatbots to ...

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