Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't deliver great service if they can't see the full picture. If your frontline ...

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 ...

“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 ...

The most advanced organizations are using adversarial simulation to stress-test AI against edge cases, confusion, and hostile ...

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 popular for companies to declare they are customer-centric, focused on customer experience, obsessed with the customer, and so on. But, there’s a major disconnect between executive pronouncements ...

B2B renewals are won or lost 180 days before the contract expires. Dow serves as the gold standard for linking experience to ...

By Amanda AKUSHIE Customer experience is still widely misunderstood in many organizations. It is often treated as a frontline issue, something to be managed through customer service training, ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

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 ...

Parloa GmBH, a Berlin-based artificial intelligence customer experience automation platform startup, announced today it has raised $350 million in late-stage funding at a $3 billion valuation led by ...