Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Customer service can make or break a brand. When it comes to ...

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 ...

Wow customer service stories are essential to the growth–cultural and financial–of most companies in most industries. Why do these over-the-top, creative acts of customer service matter? “Because ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

5 Chatbot Call Center Examples +3 Times You Need a Human Your email has been sent A balanced chatbot call center strategy can drive efficiency and brand loyalty but overdoing it can backfire. See ...

Every American has faced the maddening experience of bad customer service. My favorite example has always been Comcast, which ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

Explore five notorious customer service failures and key lessons to avoid repeating errors that can tarnish your brand's image. We’ve all experienced bad customer service. But have you been so mad ...