Customer experience is a way to set your organization apart. And it all starts with your culture. Expectations for customer experience are higher than ever. From Amazon anticipating when you’ll run ...

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.

One bad experience can drive your customers away. According to PwC research, more than 30% of customers are likely to walk away from a brand after just one bad experience. On the other hand, buyers ...

Business-to-business (B2B) customers today want the same speed, simplicity and convenience they’ve grown to love from their experiences with business-to-consumer (B2C) companies. Sounds simple, but it ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

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. A great customer experience ...

Value stream management involves people in the organization to examine workflows and other processes to ensure they are deriving the maximum value from their efforts while eliminating waste — of ...

I recently came across a powerful quote from my friend Lorie Guest that made me stop and think. She said, “Leaders often believe that if they hire good people, their employees will know how to treat ...

An Office of Management and Budget official on Tuesday reiterated the importance of improving the federal government’s customer experience almost a year after President Joe Biden issued an executive ...

Generative artificial intelligence (AI) describes algorithms that can be used to create new content, including audio, code, images, text, simulations, and videos. Generative AI algorithms use machine ...

Consumers’ expectations for what constitutes a great car-buying experience has changed significantly in the wake of the pandemic. And dealers that are slow to adapt to the “new normal” and meet ...

Great customer experience depends on a clear story, smart use of technology and empowered employees who make it easy to do ...