When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

In the 7-minute documentary “The Future is Calling,” experts explain how the customer experience is transforming.

In today's Asking Eric column, R. Eric Thomas shares a reader's advice about how to best deal with customer service ...

Ford is pushing all 9,000 of its dealerships globally to remodel the stores and think differently in how they sell cars.

What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...

I tested Sezzle’s customer service chat—real people, fast help, and secure support that actually solves problems. Here’s what really happened.

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. The pandemic threw customer service into the spotlight, even as ...

CarMax cut about 350 positions across its customer experience division as it looks to streamline its customer support functions.