DIfferentiation beyond AI is essential when companies have access to the same platforms. Leveraging employees in the customer ...

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 ...

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

AI and the CXO are reshaping customer experience as leaders build adaptive systems that respond in real time to customer needs and expectations.

The companies on Jan. 21 announced a strategic partnership and joint solution that combines Medallia's omnichannel customer ...

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 ...

It’s no secret that customer experience (CX) and employee experience (EX) are inextricably connected. According to a Harvard Business Review article, employee experience is the key driver of customer ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

“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 ...

When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better ...

Nov. 26—Thousands of everyday New Yorkers interact with some aspect of the state government nearly every day, from the Department of Motor Vehicles to the Department of Taxation and Finance and many ...