Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Customer service breakdowns are uncomfortable, and they require ...

While most companies strive to deliver seamless and issue-free customer service, what they often fail to understand is just how significantly their processes — good and bad — can impact their overall ...

When used for customer service, IPA enhances the customer experience with quick response times, round-the-clock availability, and virtually no human errors. Intelligent process automation (IPA) blends ...

Companies can never get stagnant on improving their customer experience. Yet too often, good customer service may focus solely on having more positive face-to-face interactions instead of addressing ...

The ability to effectively handle customer complaints and problems is vital for your customer service associates. Though providing outstanding service throughout the selling process is beneficial, ...

A noticeable shift is underway as the CMO skill set is being called upon to deliver an experience that impresses customers and guides them as they start their journey. The Fast Company Executive Board ...

If you’ve ever worked the front lines, where you’re directly dealing with customers, you know that sometimes, a customer can’t be satisfied. It’s always a challenge dealing with a difficult customer, ...

One of the best sales tools a business can have is a collection of rave reviews from its customers: Over 70% of customers report that they check reviews before making a purchase decision. However, ...

Robotic Process Automation (RPA) is a technology with the potential to redefine the way businesses interact with their customers, shaping the future of customer interactions. At its core, RPA provides ...