Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Welcome to my annual article featuring customer service and ...

This voice experience is generated by AI. Learn more. This voice experience is generated by AI. Learn more. $3 trillion is at risk. It’s been seven years since I wrote about how poor customer service ...

In our industry, where technical precision and project deadlines are paramount, the quality of customer service can make or break a partnership. This year, integrators and dealers have spoken, and ...

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 ...

TROY, Mich.: 12 Nov. 2025 — With the average price per kilowatt hour for commercial customers rising 6.7% and the frequency and severity of power outages increasing in 2025, business customer ...

Customers are encountering AI agents more often, but expectations are high and trust is fragile. This chapter shows where customers prefer AI vs. humans, which trust signals (clear labeling, human ...

Today's startups are rewriting the rules of customer engagement, with AI-powered solutions that reimagine how organizations connect with customers. Twilio’s 2025 AI Startup Searchlight Awards saw a ...