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 ...

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 ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

Customer experience writer and keynote speaker Stan Phelps once said, “Customer experience isn’t an expense. Managing customer experience bolsters your brand.” In the present-day business landscape, ...

Regardless of your area of business, certain skills are adaptable across every practice. Emotional intelligence and problem-solving skills focused on creating a positive customer experience are ...

People say the most important aspect of a good customer support experience is that the company respond quickly, according to recent research from Verint. The report was based on data from a survey of ...

Most retailers experienced slower growth in 2023 compared to 2022. This is the case for luxury brands as well as markets including the U.K. Fewer people are going to shops, and even those who do are ...

Business leaders know that customer experience and employee experience are intertwined. If an employee is happy in their position, they’re more likley to provide better service. But while 97% of CEOs ...

Waiting expectations matter. Customers are more frustrated by unexpected delays than by long waits. Gaps break loyalty. When reality doesn’t match expectations, customers feel regret, complain or ...