Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in ...

I wrote today’s post for RingCentral; it covers the power of communication in the customer experience and includes how AI can redefine your communication strategy for better customer engagement.

One of the most valuable business investments you can make is in establishing and maintaining strong connections with your customers. You don't achieve sales, revenue and retention goals with shallow, ...

Technology is making it easier than ever for businesses to communicate with customers. However, automation should not replace human skill and expertise.

The U.S. construction industry has struggled to deal with rising materials costs stemming from President Donald Trump's tariffs and the ensuing trade war, forcing businesses to rethink their ...

Effective customer service requires a balance of automation and personalization. Automation tools like chatbots are cost-effective and can provide 24/7 support, but too much reliance on them can ...

It’s no secret that the supply chain is currently in chaos. However, despite customers’ awareness of these issues, it’s still unclear for many how these global delays will impact their daily lives.

Consumers are confused about tariffs, and brands need to find a way to reach them with the right messaging about the potential for volatile pricing. Eight in 10 consumers believe they have at least ...

There's no question that Short Message Service (SMS) text messaging has changed the way we communicate. But the technology, first developed more than 40 years ago, is showing its age. Users are ready ...

STOCKHOLM, Sept. 7, 2026 /PRNewswire/ -- Truecaller, the leading global platform for safe and trusted communication, today launched Post-Call Actions, a new capability that enables consumers to ...