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 ...

The customer is always right. It's the first rule of customer service, one that often means "I'm sorry" is the de facto response if mistakes are made. But a new study published in the Journal of ...

In a world overloaded with noise from competitor campaigns and industry hype, it’s easy for brands to get distracted by chasing the next shiny thing. But what if the real game changer isn’t out there ...

CMO of 6sense, taking the guesswork out of efficient revenue growth with the power of AI and insights to uncover buyers already in market. We’ve been aiming customer marketing at the wrong target.

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

AI is revolutionizing customer service in 2025, offering speed, personalization and efficiency. But to avoid frustrating users, businesses must ensure the following things. AI has become essential in ...

Last year, I shared with CMSWire readers about my trip to Old Mission Peninsula, a stretch of land in northern Michigan that has transformed over time from cherry orchards into a region known for its ...

As AI systems increasingly speak to customers, employees, and patients, how confident they sound is no longer a cosmetic choice but a behavioral risk. Research shows that vocal confidence shapes trust ...

Data privacy regulations aren’t known for being light reading. That doesn’t make it easy for businesses to become compliant. When one law refers to data subjects, another to residents, another to ...

We’ve all seen the signs in businesses, retail shops and elsewhere that read, “We reserve the right to refuse service to anyone.” But is that really true? Do business owners have the legal right to ...