Top-notch customer experience does not happen by accident. Rather, it requires a proper mix of strategy, people, culture change and technology over time to improve how people interact and engage with ...

If content is king then conversation just might be an outranking Emperor. In this age of digital transformation, it's easy to forget the importance of human-to-human interaction in business. However, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Great brands don’t just react to customer expectations. They ...

Picture this: You’re feeling a little under the weather for a couple of days, so you decide to visit your doctor. You call the office, schedule a time to come in, drive to the appointment, sit in the ...

In this episode, host Mike Miller chats with Shep Hyken, the St. Louis–based bestselling author, podcaster, and keynote speaker who helps organizations around the world learn and implement best ...

In today's competitive business landscape, the devil is in the details. With so many businesses competing for customers in both online and brick-and-mortar spaces, setting a business apart boils down ...

7 top strategies to kick your CX into high gear. Now is not the time to pull back on CX strategy—a staggering 57% of consumers feel their experiences have gotten worse in the past year. The ...

The online landscape is undergoing a paradigm shift orchestrated by the transformative power of Artificial Intelligence (AI). Imagine entering a virtual world where every interaction is personalized, ...

NEW YORK, Nov. 28, 2017 (GLOBE NEWSWIRE) -- James Wright, an expert in customer experience, joins Bain & Company as Executive Vice President, Experience Innovation. In this role, Wright will work with ...