Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Great brands don’t just react to customer expectations. They ...

See more of our trusted coverage when you search. Prefer Newsweek on Google to see more of our trusted coverage when you search. In today's competitive business landscape, the devil is in the details.

If content is king then conversation just might be an outranking Emperor. In this age of digital transformation, it's easy to forget the importance of human-to-human interaction in business. However, ...

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

7 top strategies to kick your CX into high gear. Now is not the time to pull back on CX strategy—a staggering 57% of consumers feel their experiences have gotten worse in the past year. The ...

Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. I saw some great insights on how to do it in More Is More by ...

See more of our trusted coverage when you search. Prefer Newsweek on Google to see more of our trusted coverage when you search. Customer service and customer experience (often referred to as CX) are ...

Failures like over-automation, inconsistent service, lack of personalization and poor communication erode trust and loyalty. Poor problem resolution, ignoring feedback and failing to adapt to customer ...

Retail and ecommerce experts discuss how multichannel retailers can combine traditional and online shopping to enhance consumers’ experience and increase sales in both channels. Consumer’s today want ...