If you’re applying for a customer service position, you should be prepared to defend your commitment to the profession and its values. That’s why most customer service interviews will throw at you the ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in ...

Customer success is an increasingly important concept as business becomes more connected. In recent weeks I’ve been digging into what it really means and how to measure it. Who better to talk to next ...

If you’re applying for a customer service position, you should be prepared to defend your commitment to the profession and its values. That's why most customer service interviews will throw at you the ...

Rich: Great. Well, just for a little context about Raj, Raj is an expert in digital transformation. He has over 25 years driving innovation in areas like AI, machine learning, cloud computing and more ...

Marriott, just like any other company, must meet its customers’ current expectations and be able to anticipate what they will need next. (Photo by: Jeffrey Greenberg/Universal Images Group via Getty ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...