Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. These questions and others can be answered in one word: ...

People no longer want to be treated as segments or account numbers. They want to be understood as individuals.

We celebrate Customer Service Week and CX Day in the first week of October. Customer service is a term neatly nested within a more robust category known as customer experience (CX). Many other factors ...

Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

Bringing personalization beyond curated web experiences can require some special consideration. Associates play an important role in in-store personalization, but they need the right equipment to work ...

The majority of customers today expect conversational interactions with customer service. Nuance Communications, Inc., the Intelligent Authentication Conference and the Opus Research Intelligent ...

Effective customer service requires a balance of automation and personalization. Automation tools like chatbots are cost-effective and can provide 24/7 support, but too much reliance on them can ...

As retailers reflect on last year’s hits and misses, boosting consumer trust and engagement remain top of mind. With today’s market characterized by accelerating ad spend costs, increased competition ...

AI phone agents are revolutionizing customer service by replacing outdated, impersonal phone systems with intelligent, personalized and efficient conversations that boost satisfaction and business ...

Few things are as personal to a shopper as their health. Everyone has their own health needs and goals, and there is no one-size-fits-all solution to any fitness regime. GNC has embraced the need for ...

The era of hyper-personalization has hit financial services in a huge way. Last year, 18% of investment in fintech went into personalized financial management according to Dealroom, while the rise of ...

There's been a marked increase in the use of digital tools among customer service teams over the past two years, after the pandemic brought home the importance of digital connection and automation to ...