Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. What is customer engagement? A Google search will provide ...

You don't have a business without your customers. So, how can you increase your customer service engagement to provide a better overall experience? Attracting new customers is a primary business focus ...

Brands racing to adopt AI in marketing are finding that human insight holds the key to turning automation into lasting customer loyalty. Predictive power improves engagement. Top brands use AI in ...

New data shows loyalty programs are valuable tools for developing strong customer relationships. Here’s how to create an effective one. A successful loyalty strategy offers customers tangible value ...

Dom Nicastro: Hey everybody. Dom Nicastro here, welcome to another edition of CMSWire TV. Beyond the Call. I am the editor-in-chief of CMSWire, and I’m joined by—let’s get this out of the way—Melissa, ...

Although all major indices posted year-over-year gains, Brand Trust once again played the most influential role in driving recovery. Improvements in company reputation led Brand Trust gains.

In my last article, I discussed why a dedicated Customer Success (CS) department is essential for B2B service organizations, especially those in technology and SaaS. We covered the strategic role of ...

Today’s business environment is tough — as such, customer success has become a crucial aspect of generating revenue. It’s no longer enough to simply acquire new customers; retaining and expanding ...

In a world teeming with information and choices, the success of any product or service hinges on the ability to forge meaningful connections with customers To unlock the full potential of the customer ...

The tech industry has created many new roles over the years, each designed to address specific challenges or opportunities. Chief Revenue Officers (CROs), for example, have proven effective by ...

In the fast-paced world of logistics technology, there’s an often-overlooked aspect: the customer. While systems focus on “jobs,” “orders,” “deliveries” and productivity, the real person at the end of ...

Creating loyal customers is an essential part of relationship marketing. Among their many benefits, loyal customers are ...