Forbes contributors publish independent expert analyses and insights. I write about 21st century leadership, Agile, innovation & narrative. One thing I really like about the new edition of Juran's ...

Customer service has greatly benefited from artificial intelligence already, though many customers and company staff members have also been frustrated. AI has had problems, but better AI, better ...

Ninety-four percent of customers say service influences repeat buying decisions. Today, 88% of customers say the experience a company provides is as important as its products or services, and 94% say ...

Every business needs a quality control policy, whether it manufactures products or not. However, your quality control policies have to be cost effective. On the one hand, offering customers poor ...

Adam Hayes, Ph.D., CFA, is a financial writer with 15+ years Wall Street experience as a derivatives trader. Besides his extensive derivative trading expertise, Adam is an expert in economics and ...

Being at odds with customers is never a situation in which a business wants to be. However, in healthcare this can often be the case. Wait times, a lack of communication and other operational glitches ...

Keeping track of customer perceptions of your business is a way to help ensure you are providing optimum levels of care to patrons who support your company. Monitoring and controlling customer service ...

By turning every interaction into actionable intelligence, RingCentral helps organizations deliver smarter service, stronger performance, and the kind of customer experiences that drive lasting growth ...