Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. This article is more than 4 years old. Four years ago I spoke ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Fast Company Executive ...

Rare is the company today that does not claim to be “customer-centric”. Anyone unfortunate enough to have sought assistance or redress from big business may quibble. Many interactions with customer ...

We’ve all had bad customer service experiences – probably too many to count. Despite all the great technology out there today, many organizations either fail to invest in and deploy tools and ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer Service Week is celebrated each year during the ...