Building an effective customer experience practice is clearly important. But doing so requires a holistic approach. Forrester analyst Maxie Schmidt recently noted that for certain industries, ...

As business leaders grapple with the short- and long-term impacts of COVID-19, the potential risk to employees and customers from face-to-face interactions remains a vexing issue. Companies need to ...

For too many companies, customer service is an afterthought. It’s not that it’s not important to founders. It certainly is. But entrepreneurs tend to start the launch process by thinking about what ...

In a world that is increasingly interconnected and digitally driven, customer service has undergone a remarkable evolution. The rise of social media has revolutionized the way brands engage with ...

Customer service approaches are becoming worse by the day—and it’s not just because so many companies are farming out theirs to foreign countries so people who speak English as a second language are ...

In recent years, we've heard quite a bit about digital transformation, a term that means different things to different people. It's often used to describe the transformation from brick-and-mortar to ...

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. Customers often encounter ...

Whether from regulatory changes or customer expectations, it seems that healthcare organizations face new pressures every day. To satisfy customers and remain competitive, your organization must be ...

Litha Ramirez, executive director of the Experience Strategy and Design Group at SPR and other CX experts share their thoughts on the advantages of CX design. In an effort to provide a consistent, ...

Rent the Runway has restructured its customer service team with an emphasis on proactively helping customers rather than reacting after a problem is reported, CEO Jennifer Hyman said on a Q4 2024 ...

Beyond Finance, the nation's largest debt consolidation organization, won two honors in the 20th Annual Stevie® Awards program that recognizes the achievements of customer service teams and other ...