The way businesses connect with customers is changing. New channels, smarter technology, and rising expectations are rewriting the rules of engagement. For brands, that can feel both exciting and ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. These questions and others can be answered in one word: ...

Today, it is more vital than ever for companies to be able to reach their target audiences where they are. Email and social media have long been staples of customer engagement strategies, but the ...

As times change and societal shifts occur, customer expectations evolve. Innovations like e-commerce and online reviews give consumers more power, and tech advances help businesses provide higher ...