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In most cases, poor customer experiences are rooted in inefficient or outdated processes and technology — or at times, both.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. Customers often encounter ...

“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 ...

Creating a better experience for the masses through the power of data and automation. Think about the last time you had a positive customer experience and the last time you had a negative one.

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 ...

Most of us interact with A.I. on a daily basis, though we may not realize it. It’s feeding us Google search results that are relevant to us. It’s giving us product suggestions at our favorite ...

Sixty-four percent of U.S. workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers. Dissatisfied employees were more than 2.5 times ...