Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you want an idea of how far customer service has fallen — and how ...

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 ...

Bad customer experiences could cost organizations throughout the world $3.7 trillion annually. That’s according to new research by the experience management company Qualtrics. This figure is up 19% ...

At the foundation of any successful business is a well-crafted and defined customer service plan that establishes policies and guides about how to handle customer interactions and create a positive CX ...

We all have different preferences when it comes to how we want to be treated by service-oriented professionals, and while ...