Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Heroes are born out of moments of crisis. The world has ...

One or two people might suggest that, with the current pandemic, this idea was mere madness. We, though, wanted to see what traveling abroad and working abroad truly meant right now. The first step ...

Your customer service department is responsible for maintaining customer satisfaction, helping to retain customers and assisting in generating repeat revenue for the company. Customer service training ...

For years now, we analysts have been fed a steady diet of “UCaaS and CCaaS must come together.” Conceptually, it makes sense, as the communications channels are across both product areas are the same, ...

Marketers with a complete understanding of these fundamentals have a major competitive advantage over those who do not. In today’s digital world, consumers’ expectations are increasingly difficult to ...

Many companies excel at customer service. One of the best I’ve seen lately is Canva, a startup that makes graphic design software and tends to reply to nearly every customer complaint or approval on ...