Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. In the 1980s, Jan Carlzon was tasked with turning around ...

More than just a high-speed task automation tool, artificial intelligence (AI) is becoming a controlled environment for brands to test customer experiences that would be too risky, expensive, or ...

Forbes’ newest Best Customer Service list identifies the leaders in providing consumers the best experience and sense of loyalty. But what does that actually look like? To dig deeper, you talk to ...