Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 10 years old. Here's a recap: 15 of ...

The Interactive Customer Evaluation system is a Department of Defense web-based program that allows customers to provide feedback on services offered at Fort Novosel and is a driver for continuous ...

Take a moment and do a web search on the term “lean goals.” Go ahead—it’ll just take a moment. Do you see all those articles headlined, “The Three/Four/Five Goals of Lean”? If you take another moment ...

AI is expanding into new areas of customer service. Here’s why it can help the customer experience by augmenting, not replacing, human jobs. There’s no doubt that artificial intelligence is the future ...

HUNTSVILLE, Ala. (Feb. 5, 2015) -- Everyone has ideas about what is wrong, what could be done differently and how they might fix problems in their work areas. They just might not know how to go about ...