Forbes contributors publish independent expert analyses and insights. Dan Gingiss covers news impacting your customers and employees. Customer trust is the foundation of almost any business ...

New research by Digitas and Fetch finds an emphasis on speed, simplicity, and trust will generate deeper affinities.

Sinch reports AI is transforming customer service, shifting focus from conversation volume to value, emphasizing continuity ...

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. It is common knowledge that delivering superior digital ...

Customer expectations in collision repair have shifted fast. Here's how AI helps shops keep up without adding staff or ...

Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing personalized service, and dedicated moments. All of this is becoming possible ...

Research has shown that measuring customer surplus value, or now how much compensation a customer requires to forgo the brand ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Your current research focuses on subscription businesses and the importance of customer capital. What is that, and why is it important for the economy? We often think of firm value as coming from ...

TROY, Mich.: 13 March 2025 — Customer satisfaction with the dealer service experience remains strong for a second consecutive year, yet long wait times for appointments, communication shortfalls and ...