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: ...

Being the lead story on the 6 o’clock news because of customer experience failures isn’t what any organization wants. But that is what happened to the Virginia Employment Commission (VEC) on July 16, ...

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 ...

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, ...

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 ...

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 ...