Have you ever experienced that feeling when you encounter a new piece of information that completely shifts your understanding of the world around you? Whether it’s a great book, an enlightening movie ...

Don't look now, but your company's customer service problems may be about to go viral. There are thousands, perhaps hundreds of thousands, of videos about customer service missteps that can be found ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This year, National Customer Service Week is October 3-7.

Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic. Every two weeks, ...