What’s the most valuable lesson you’ve learned about identifying your ideal customer, and how has this lesson shaped your marketing strategy? To uncover practical advice and real-world experiences, we ...

While it’s often the horrible customer service experiences that go viral on social media or become the topic of discussion over dinner, when asked, most people could likely think of a time when they ...

An intense level of customer focus is a trait you’ll find at any company known for world-class service. The only “problem” is that we don’t often get to peek at these companies specific practices: ...

At about 1 a.m. during a memorable trip I took to Australia, I awoke suddenly in a hot sweat in my hotel room at the Intercontinental Sydney Double Bay. Supposedly among that country's leading hotels, ...

Customer experience professionals share their lessons learned during the pandemic and what to focus on in 2022. COVID-19 has devastated lives and livelihoods all across the world in a short amount of ...

Forbes contributors publish independent expert analyses and insights. John Hall covers entrepreneurial topics that help companies grow. It’s a sensitive time, and customer service has never been ...

When it comes to hyper-personalization and CX, Amazon is one of the first brands that people think of. What lessons can be gleaned from the tech giant? When it comes to hyper-personalization, customer ...

The connections between strong customer service and key business benefits like increased customer loyalty, repeat purchases and even upselling have never been stronger, thanks in part to the impact of ...

GenAI has the potential to enhance customer service productivity by 45% (McKinsey). However, most early GenAI projects in customer service have failed to meet cost reduction and CX goals. Gartner ...