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 ...

Support metrics must now account for memory, learning and accumulated understanding, not just speed or volume.

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, ...

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

According to the 2023 Gartner Supply Chain Technology User Wants and Needs Survey, customer service and experience (CX) is one of the top three most frequently selected business priorities for ...

For more than a decade, artificial intelligence (AI) has been steadily evolving and expanding to reshape how we live and work. From speech recognition and language processing to self-driving cars, ...

Measuring customer satisfaction in consumer markets is relatively straightforward. Many buyers are only too willing to offer star ratings, share their opinions on social media and respond to ...

Debate and discussion around data management, analytics, BI and information governance. This is a guest blogpost by Richard Bassett, VP of CX Automation & AI, NiCE. In customer service, the most ...

Concept image for illustration of Key Customer Assessment Indicator or KPI. The CEO took the stage as the first PowerPoint slide appeared on the giant screen. "I am happy to announce we just received ...