The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Reuben Yonatan Customer ...

But customer service is just one aspect of the entire customer experience. It usually comes into play when something has gone wrong; it is the place where companies fix things when part of the ...

ROSEMONT, Ill.--(BUSINESS WIRE)--New data provides a clear message for businesses. Today’s consumers are unforgiving when it comes to poor customer experience. In fact, 72% of consumers report they ...

“Every customer is literally irreplaceable” is one of my customer service consulting mantras. And though I consider myself a convincing fellow, this concept of the irreplaceable customer can be a hard ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.

When a company wants to update its branding, it usually looks to traditional branding considerations such as its logo, its use of typography, its color palette, and possibly even whether it needs a ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

You’re not alone: Companies and government agencies seem more difficult to deal with than ever before. Customer experience in the U.S. has declined for the third year in a row, according to research ...

Start with the basics. Use AI for chatbots and repetitive CX tasks to reduce wait times and lower operational costs. Build loyalty with advanced tech. Use real-time customer data to allow AI-driven ...