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 ...

“A customer who is dissatisfied will tell between 9-15 people about their experience, with over one in 10 telling 20 people about their bad experience.” That wronged customer is likely going to tell ...

The most advanced organizations are using adversarial simulation to stress-test AI against edge cases, confusion, and hostile ...

Customer experience should be getting better. Companies are increasingly claiming to be customer-centric and appointing Chief Experience Officers to focus on improving CX. They are investing in AI and ...

Consistency is at the heart of successful businesses that place customer satisfaction as a priority. Consumers expect a consistent experience across all brand interactions, whether online, in-store or ...

B2B renewals are won or lost 180 days before the contract expires. Dow serves as the gold standard for linking experience to ...

It’s popular for companies to declare they are customer-centric, focused on customer experience, obsessed with the customer, and so on. But, there’s a major disconnect between executive pronouncements ...

By Amanda AKUSHIE Customer experience is still widely misunderstood in many organizations. It is often treated as a frontline issue, something to be managed through customer service training, ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

Of the many things that can help drive sales for your business, perhaps few could be more important than customer service. While your core products or services may get most of your attention during ...

Telecommunications giant Verizon is announcing a new suite of customer service experiences for consumers of its phone and internet offerings. Among other enhancements, Verizon customers now have ...