As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

Businesses risk losing trust, sales and customer loyalty when they rely primarily on AI for customer service. When customers ...

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 ...

There's bad customer service — and even worse bogus customer service where anyone can easily be taken by a scammer with a quirky accent who demands a credit card on the spot when you call a fake ...

Chewy, Navy Federal Credit Union and Aldi lead a group of 750 companies recognized for delivering the best customer service in America, according to a study by USA TODAY and its research partner Plant ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...