Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Great brands don’t just react to customer expectations. They ...

Evidence of American's new emphasis on customer offerings manifested in February, when the airline created a standalone customer-experience organization. Photo Credit: American Airlines With a slew of ...

American Airlines announced the layoff of hundreds of employees Monday as the carrier seeks to reorganize and improve its customer service team, according to the airline. "Today, we announced updates ...