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 Steve Pruden Creating ...

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

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. The term exponential customer may not be familiar to ...

Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. I saw some great insights on how to do it in More Is More by ...

More Than Two-Thirds Are Less Confident in the Economy Than a Year Ago and 76 Percent Are Spending Less, Trimming Retail Purchases Struggling with inflation and economic uncertainty, 56 percent of ...

This Thursday marks “Get to Know Your Customer Day,” which occurs on the third Thursday of every quarter. But why limit customer connection to just four days a year? As a customer service expert, I ...

Opinions expressed by Entrepreneur contributors are their own. Despite massive investments of management time and money, customer satisfaction remains a frustrating pursuit in many organizations.

People say the most important aspect of a good customer support experience is that the company respond quickly, according to recent research from Verint. The report was based on data from a survey of ...

We’ve all experienced long hold times, repeating our “story” because we get transferred from one customer service rep to another, etc. It’s an ugly customer service experience that gives many ...

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 ...

Attendees of the Interactive Customer Experience Summit will hear how Dave's Hot Chicken, which was born in 2018 but topped the 2023 Fast Casual Top 100 Movers & Shakers list five years later, was ...

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, ...