When Covid is limiting the number and corrupting the nature of the customer touchpoints you’ve built into your carefully designed customer experience, what should you do to fight back, to give your ...

ServiceNow's NOW Platform is a "Platform of Platforms" that integrates disparate, siloed software and data systems, increasing productivity and improving customer services. The addition of Generative ...

I recently came across a powerful quote from my friend Lorie Guest that made me stop and think. She said, “Leaders often believe that if they hire good people, their employees will know how to treat ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. The term exponential customer may not be familiar to ...

Last week, the frontline and backend teams of 9mobile came together to celebrate Customer Service Week, a global event recognizing the hard work and dedication of customer service professionals. The ...