Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. That’s the question we asked more than 1,000 consumers ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

The United States is in a data quality crisis. This impacts everything, from productivity to AI. Here I’ll focus on the impact of bad data on customer service, which is also in crisis. I recently got ...

This is read by an automated voice. Please report any issues or inconsistencies here. Busy, distracted, anxious, many of us have remained oblivious to the escalating level of work that we do as ...

The most recent Forrester Customer Experience Index is creating a lot of buzz in customer experience (CX) circles — but for all the wrong reasons. Despite companies’ increased investment in CX ...