Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. While the Thomas Fire burned through California, a Glossier ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Author’s note: Please note that I have no business affiliation with the company featured in this post. This information is based solely on my personal experience. Customer service used to be just that ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...

I shared a story back in September about a man who discovered his very expensive Lego set was missing a bag of pieces. The company’s response was so good I had to write about it. After I did, I ...

As pandemic headwinds beset brands, they’ve had to deal with increasing customer service challenges ranging from providing a consistent experience during digital transformations to scaling service ...

Positive and negative Yelp reviews alike deserve a reply and can have a big impact in digital marketing. Here’s what you need to know. When it comes to making a purchase decision, the majority of ...

In October 2025, a screenshot circulated on social media that allegedly showed a Campbell's Facebook page responding to a homophobic comment. The image purportedly captured an exchange between a user ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and beyond. Beyond NPS metrics. Customer experience metrics are evolving.

Emplifi’s social care analysis found new patterns emerging for airline brands, with social AI agent implementations surging while activity on X sharply declines leaving room for improvement NEW YORK-- ...