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 ...

This Thursday marks “Get to Know Your Customer Day,” which occurs on the third Thursday of every quarter. But why limit customer connection to just four days a year? As a customer service expert, I ...

Everyone knows that bad customer experiences negatively impact customer loyalty, brand image, and a business's bottom line. With this in mind, businesses strive to not just meet, but exceed, customer ...

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 ...

It's a tough economic landscape out there. Personalized, real-time CX is the game changer. Karen Naves has a keen eye for connecting customer data to the digital experience. Having a clear ...

Many C-level executives are convinced AI is a must-have competitive tool. According to a recent study from IBM’s Institute for Business Value, 75% of CEOs believe that competitive advantage will ...