In my previous article, How CX Meets Employee Engagement for Business Growth, we explored the symbiotic relationship between Customer Experience Excellence (CEE) and Service Employee Engagement (SEE).

According to Bova’s research, positive employee experiences drive positive customer experiences. The idea is not new, but it has been lost for many business leaders. I first heard about the concept of ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. The world is discovering how powerful AI is in so many areas ...

If we ask our employees open-ended, probing questions and are willing to have an open mind to not only ‘hear’ what they have to say but really ‘listen’ to their feedback — with zero ego attached — it ...

More than 200 employees across campus were recognized in December with a high-five thanking them for excellent customer service, positivity in the workplace, and meaningful collaboration. Read some of ...

In the ever-evolving landscape of technology and customer service, artificial intelligence (AI) offers businesses opportunities to enhance the way they interact with their customers. The debate around ...

MIAMI-DADE COUNTY, Fla. — One South Florida Publix employee is earning top marks when it comes to providing good customer service. Customer Service Manager Iliana Ley, who works at the Publix at ...