Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

In most cases, poor customer experiences are rooted in inefficient or outdated processes and technology — or at times, both. By now, businesses have spearheaded multiple initiatives around 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 ...

Let’s face it, if you’re a seasoned traveler (or even an infrequent one), airline travel isn’t something you look forward to. Do a quick search on your social networks and look for connections raving ...

“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 ...

In today's competitive food service industry, simply serving delicious food is no longer enough. Restaurants are now focusing on crafting unforgettable experiences that leave a lasting impression. By ...

According to Bova’s research, positive employee experiences drive positive customer experiences. The idea is not new, but it has been lost for many business leaders. I first heard about the concept of ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

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 ...