'Customer service' has all but eliminated on-site staff with decision-making power and has normalized elaborate, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry consumers looking for refunds.

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. That’s the question we asked more than 1,000 consumers ...