Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

As the year draws to a close, we reflect on the insights and advancements in customer service. This article highlights CMSWire's top 10 customer service and contact center articles of the year, ...

Calvin Hennick is a freelance journalist who specializes in business and technology writing. He is a contributor to the CDW family of technology magazines. When Orlando Magic fans come to their first ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...