Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the ...

User experience is not the same as customer experience. While most designers directly influence the UX, they also need to understand the larger context of the CX. The customer experience represents ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...