Last week, the frontline and backend teams of 9mobile came together to celebrate Customer Service Week, a global event recognizing the hard work and dedication of customer service professionals. The ...

Think about your last online or over-the-phone customer service experience. You’re probably cringing. The scripted chat messages, fruitless attempts to circumvent the dreaded “Press 3 to connect to ...

You're the manager of a Hilton Garden Inn, and it's the height of family vacation season. The lobby is abuzz with kids toting skateboards and moms pushing strollers; your front desk agents are ...

Is your organization about fun? How often do your customers giggle? How much of your business strategy is about funniness—not just entertainment, but customer experiences made joyful by design? What ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer Service Week is celebrated each year during the ...