Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Just in time for Black Friday, Cyber Monday and the ...

Artificial intelligence (AI) has emerged as the most transformative force in business in recent memory, and it is already reshaping the way companies interact with customers. Understanding this impact ...

Abbott and Alderson first introduced the concept of customer experience in the 1950s, and since then, many numerous models, articles and numerous scientific titles have been published. Creating a ...