To improve customer loyalty, organizations must address this gap by implementing effective data management, advanced AI and strategic human interaction. Customer support is a vital function for any ...

Companies that want higher levels of customer confidence should focus more on removing surprises. Confidence isn’t created by explanations. It’s created by consistency and clear expectations.

From the initial shock waves of the pandemic to persistent economic uncertainty, businesses around the world have had to change nearly every facet of their operations—and no area has seen more ...

RouteOne helps dealers connect online and in-store retail to reduce friction, improve CSI, and meet evolving car buyer ...

Think back to a time when you had an outstanding customer experience — one so memorable that you couldn't help but tell your friends about it. More often than not, it wasn't just about meeting ...

As customers demand ever faster, smoother service, traditional IT systems cannot keep pace. Autonomous CRMs offer a way ...

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 Janelle Dieken Inflation ...

Business management is a compelling task that all companies’ owners are to solve. Be it a small, middle-sized or large company, its managers and employees will have to handle multiple tasks and ...

Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't ...

Data collected by Frost & Sullivan has shown that consumers prefer to use self-service. However, they expect it to be smart self-service no matter what channel they use. Many contact centers are ...

In today's business landscape, the customer is more powerful than ever before. With easy access to information and a variety of options to choose from, customers are now in control of the buying ...

The metaverse, a virtual reality–based successor to the internet that is populated with live people, is yet another new digital space where brands can more fully engage with their customers. But, many ...