Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Welcome to my annual article featuring customer service and ...

The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

STAMFORD, Conn. June 25, 2025 -- Automation, AI assistants, and the quest for customer value in service will transform customer service and support by 2028, according to Gartner, Inc. “AI and rapidly ...

When it comes to contact centers today, no technology has been more transformative than artificial intelligence, and AI’s impact on customer service operations across all industries is only going to ...

Opinions expressed by Entrepreneur contributors are their own. Customer service has never been more important. Today’s customers not only desire fast and seamless service but also expect a ...

Shep Hyken, the St. Louis–based bestselling author, podcaster, and keynote speaker, helps organizations around the world learn and implement best practices for serving people in a variety of ...

With economic uncertainty in the headlines, consumer confidence is crossing stormy waters—changing expectations, thus driving consumer trends, and making it critical for businesses to stay on top of ...

Consistently providing a high level of customer service and support is proven to establish trust and build long-term business relationships. In fact, DDC FPO's 2024 Customer Service Trends report ...

Explore the forefront of Employee and Customer Experience news with Forbes' comprehensive coverage tailored to keep you ahead ...

Artificial intelligence is rapidly reshaping the way businesses interact with customers, with voice technology leading the charge across multiple industries. From retail to finance, AI-powered ...

Privacy-first practices. Embrace privacy-first data strategies to build trust and adapt to evolving regulations like GDPR and CCPA. AI-driven insights. Use AI and ...