Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Bad customer experiences could cost organizations throughout ...

Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

The customer experience has taken a nosedive in recent years, and many people are so angered by poor customer service they are seeking revenge. A new study found that consumer complaints are up, and ...

Over the last few years, the field of customer service has demanded an omni-channel presence that allows consumers to ping them at any time — whether it's an email, text message, Instagram direct ...

It takes only one bad customer service call–one mind-numbing, seemingly endless call–to threaten to ruin someone’s day. Could artificial intelligence offer an alternative? A new survey commissioned by ...