Messaging needs consistency. Conflicting language across functions leads to confusion and erodes customer trust. Leadership drives change. Leaders must model collaboration, remove blockers and keep ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. What happens when a positive internal culture meets customer ...

Strengthen your customer relationships by addressing these eight key customer experience failures.

Many companies boast of meeting their internal service level objectives (SLOs), yet their customers are still dissatisfied. It’s a curious disconnect—one that becomes glaring when benchmark reports ...

"Personalized" by Mark Abraham and David Edelman is a crucial read for CMOs and all other C-suite leaders aiming to integrate AI into their customer experience, as well as CDAOs and CIOs who want to ...

When a patient is rushed into an operating room after an emergency, they aren’t treated by a single doctor, left alone to diagnose and triage what’s wrong; it’s a team of skilled surgeons, leaning on ...

Dr. Francis Goh has been an innovator and technical expert a strategist, board member, leadership mentor and sought after public speaker. Today he spends his career advising customers and fellow ...