Despite government’s perceived reputation for poor customer service, states that’ve invested resources and creativity into their digital services have more satisfied residents, according to a survey ...

Any regular readers of my posts here on Forbes will probably have realised by now that I am partial to a bit of research and, in particular, research that is part of a time series. One such piece of ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in ...