Vanguard, which built its reputation as a low-cost and investor-friendly brokerage firm, has seen criticism about its customer service in recent years. The CEO pointed to scenario planning and digital ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

The U.S. Department of Veterans Affairs (VA), one of the largest cabinet-level departments, created the federal government’s first customer experience office in 2015 to better serve the 9 million ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

Technology does not deliver outcomes. People do. While 70% of agencies are advanced in implementation of tools, only 35% are significantly upskilling their workforce to work aside these AI ...

We used to live in the Information Age. Today, we live in the Experience Age. Everything about modern life, from our personal to our professional lives, is dominated by technology experiences. The ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

In the U.S., ecommerce spending is estimated to reach $1.7 trillion by 2027 – representing over 20% of overall retail sales. Additionally, global ecommerce spending could surpass $7 trillion as early ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. That’s the question we asked more than 1,000 consumers ...

Improving the customer experience is critical in healthcare, as it directly impacts patient outcomes, satisfaction and loyalty. Clear, compassionate communication—both in person and through digital ...