Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Even five years ago, almost every customer in a HubSpot survey rated an “immediate” response as important or very important. With more companies offering automated round-the-clock support to keep up ...

A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap. Customers and vendors alike want a speedy resolution to any support issues. Increasingly, ...

Mobile applications and games are known for their unprecedented customer growth and scale, unlike anything seen in traditional retail or Web commerce. Tiny unknown apps can suddenly go viral and, ...