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 ...

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 ...

“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.

Indirect customer service includes all of the factors that can affect a customer's impression of your business, such as employee approachability, the design and cleanliness of your business and a ...

As organizations prepare for a more disciplined, outcome-driven era of customer experience, customer experience conferences in 2026 are evolving in meaningful ways. These events are no longer just ...

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 ...

Research has shown that the cost of acquiring a new customer is five times greater than the cost of retaining a current customer. Despite this, 44 percent of companies put their resources primarily ...