Anyone who has had a customer support e-mail query orphaned by a vendor or who has been forced to abandon a shopping cart midsession knows that online customer service has a long way to go. E-commerce ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer service is not a department. It’s a philosophy to ...

Haitian immigrant Nadine Vixama works as a cashier at a Whole Foods in Cambridge, Mass. Vixama has taken English classes and a program in store and customer service basics launched by the National ...