Contact center trends may not be the first thing that comes to mind when investors evaluate a company — but there is no denying the importance of customer service on a business’s underlying ...

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 ...

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 ...

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 ...

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 ...

The customer service arena is undergoing an enormous shift. Digital transformation, and the widespread availability of new technologies, is rapidly changing the way customers and companies interact.

Customer support trends reflect the changing ways we work, including the need for remote support. Remote support tools can now be used to address multiple issues, from cybersecurity to CX. These top 4 ...