Jen Suzuki shares the key strategies to create effective video multipoint inspections that boost trust, approvals, and CSI scores.

Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. This article is more than 4 years old. Four years ago I spoke ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer Service Week is celebrated each year during the ...

Rare is the company today that does not claim to be “customer-centric”. Anyone unfortunate enough to have sought assistance or redress from big business may quibble. Many interactions with customer ...