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: ...

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 ...

There is a shift happening in how small businesses handle customer conversations and Bringar seems to have noticed it before most. The company is repositioning its Whatauto app not just as an ...

Jeans are not the only thing Levi’s is tailoring for consumers. The brand is teaming up with messaging software provider Cordial to deliver more tailored and exclusive communications to customers ...