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: ...

What’s in the cards for customer communications in 2026? The way businesses connect with customers is changing. New channels, smarter technology, and rising expectations are rewriting the rules of ...

Companies think, “I’ve got a captive audience for the next minute, let’s do a bunch of education, contact prevention and marketing.” The single largest cause of customer rage is “being forced to ...

Across industries, the difference is measurable. According to the 2025 State of Customer Communications (SOCC) Report, 59% of ...

Customers can ask a simple question to a virtual shopping assistant and connect with a company representative for a more complex issue. With advances in technology come opportunities to improve ...

In the past few years, we’ve lived through a messaging renaissance, a reformation, and a restructure. For 2024, Brad Roldan, GM/VP of Product, Programmable Messaging at communications platform ...

Streamline every conversation with Bitrix24. Bring messages from social media, messaging apps, and your website into one organized workspace so teams never miss a beat. Customers connect in so many ...