Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Businesses are doubling down on innovations like generative AI, advanced analytics and conversational intelligence to redefine how they engage with customers through contact centers. These tools are ...

According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

Google's release of Customer Engagement Suite with Google — a Contact Center as a Service (CCaaS) product — with advanced artificial intelligence signals a strategic step to strengthen the company's ...