Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Heroes are born out of moments of crisis. The world has ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. While the Thomas Fire burned through California, a Glossier ...

Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

Excellent customer service is vital to the long-term success of any business. Yet, millions of people around the world are frustrated daily as call center agents keep customers on hold for long ...

Companies are increasingly turning to AI to see if it can improve the customer service experience. CVS plans to use AI so that pharmacy customers don't have to go through a menu option, per The Wall ...