Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Welcome to my annual article featuring customer service and ...

Jon Aniano, Zendesk's senior vice-president and general manager of customer experience, talks up the rise of voice AI agents, ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...