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 ...

Despite tax increases in recent years, the conversation in Santa Barbara has again centered on revenue shortfalls and the potential need to raise taxes even more. It comes up in budget hearings, ...

When a Nor'easter led to thousands of cancelled flights earlier this year, customer service agents at one airline kept directing people to kiosks to rebook their travel. This should have saved the ...

According to Front, the coordination tax is both unavoidable and invisible because it “happens outside the systems meant to manage it.” Front also found that 93% of respondents use some form of AI to ...

If your journey maps aren’t driving action, they’re just decoration. Here’s how to change that. Journey maps have a reputation problem. In too many organizations, they become polished artifacts that ...

When the airlines replaced ticket agents with self-service kiosks, I thought it was a terrible idea. I wanted a person who could rebook me when my connection fell apart at 10 p.m. in Dallas. But those ...

An unknown technical problem caused a number of robotaxis owned by the Chinese tech giant Baidu to freeze on Tuesday in the middle of traffic, trapping some passengers in the vehicles for more than an ...

Technical issues are often simpler than they seem. In this story, a man received a complaint from a furious woman. She said she kept getting logged out of her account immediately after signing in. So ...

Enterprise marketing teams are drowning in content. Among the pressures to feed every channel, keep SEO rankings alive, and satisfy internal requests for more content, publishing has become a reflex.