Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This week was the Five9 CX Summit in Las Vegas, and I was ...

Join Karla Jo Helms on the Disruption InterruptionTM podcast as she sits down with Siddhartha Sharad, a customer experience expert, to delve into the transformative impact of digital transformation ...

Being unable to reach a customer service representative the moment you encounter a problem feels almost archaic. And yet, 24/7 assistance only became the norm some 30 years ago, when globalization and ...

AI is expanding into new areas of customer service. Here’s why it can help the customer experience by augmenting, not replacing, human jobs. There’s no doubt that artificial intelligence is the future ...