Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. These questions and others can be answered in one word: ...

What’s in the cards for customer communications in 2026? The way businesses connect with customers is changing. New channels, smarter technology, and rising expectations are rewriting the rules of ...

A flirty secret message sent by a Starbucks employee to a coffee shop customer has got people talking, but for all the wrong reasons. Written in black marker on the side of the cup alongside an arrow, ...

Across industries, the difference is measurable. According to the 2025 State of Customer Communications (SOCC) Report, 59% of ...

Companies think, “I’ve got a captive audience for the next minute, let’s do a bunch of education, contact prevention and marketing.” The single largest cause of customer rage is “being forced to ...

Customers can ask a simple question to a virtual shopping assistant and connect with a company representative for a more complex issue. With advances in technology come opportunities to improve ...

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