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 ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

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 ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Editor's Note: This article has been updated on April 23, 2024 to include new data and information. The original content was authored by Dom Nicastro. Digital customer experience (DCX) remains a top ...

CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.

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, ...

“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 ...

Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. I saw some great insights on how to do it in More Is More by ...

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 ...

In retail, customer experience drives loyalty, yet most organizations cannot pinpoint a single person responsible for it.