Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This voice experience is generated by AI. Learn more. This ...

According to the Adobe 2025 AI and digital trends report, 71% of consumers want personalized — or personally relevant — ...

Many enterprises that offer flexible genAI-powered customer service chat functions are seeing other businesses using them as a free tool to save on tokens. It’s a nasty problem, but the cure is likely ...

Despite tax increases in recent years, the conversation in Santa Barbara has again centered on revenue shortfalls and the potential need to raise taxes even more. It comes up in budget hearings, ...

A global expert helping leaders lead strategic shifts. ​Recently, I was speaking with the chief of staff of an insurance ...

When a Nor'easter led to thousands of cancelled flights earlier this year, customer service agents at one airline kept directing people to kiosks to rebook their travel. This should have saved the ...

If your journey maps aren’t driving action, they’re just decoration. Here’s how to change that. Journey maps have a reputation problem. In too many organizations, they become polished artifacts that ...

A viral video depicting a white man yelling at a Black man inside a Sheetz convenience store in Harrisburg, Pennsylvania, ...

According to Front, the coordination tax is both unavoidable and invisible because it “happens outside the systems meant to manage it.” Front also found that 93% of respondents use some form of AI to ...

A new estimate puts the cost of dealing with robocalls, hidden fees and customer service chatbots that can’t solve most problems at $165 billion. By Lora Kelley Everyone knows the feeling of being ...

Keir Starmer became British prime minister in 2024, promising to bring stability to the U.K. Now he is under pressure to ...

When the airlines replaced ticket agents with self-service kiosks, I thought it was a terrible idea. I wanted a person who could rebook me when my connection fell apart at 10 p.m. in Dallas. But those ...