Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This voice experience is generated by AI. Learn more. This ...

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

"When was the last time your communications team joined your customer success meeting?" This question often startles executives when I pose it at industry events. The blank stares or hesitant ...

On October 23, the Federal Communications Commission (FCC or Commission) issued a Notice of Inquiry (NOI) focused on customer service across a wide array of communications companies, expressly ...

Printed communications remain a preferred option for record-keeping, sensitive information, financial matters, and official documentation. Digital continues to expand in areas where immediacy and ...

As more organizations embrace digital transformation, customers expect the convenience of modern, personalized technology that delivers seamless and efficient experiences. Whether shopping for ...

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 ...

New data reveals how customers really feel about AI in service, and why human connection still plays a critical role in trust, loyalty and growth. Customers still strongly prefer humans in customer ...

Customer service email may not attract as much attention as chatbots or AI-powered support tools, but it remains one of the most reliable channels organizations use to communicate with customers. For ...

The study warns of falling customer satisfaction across global regulated industries, with consumers reporting they are ready to switch providers when communications fall short NEW YORK, June 16, 2026: ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...

The QKS Group SPARK Matrix™ provides competitive analysis and ranking of the leading Customer Communication Management (CCM) software vendors. Smart Communications, with its comprehensive technology ...