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 ...

B2B renewals are won or lost 180 days before the contract expires. Dow serves as the gold standard for linking experience to ...

Forbes contributors publish independent expert analyses and insights. Dr. Lance B. Eliot is a world-renowned AI scientist and consultant. Customer service is supposed to be a vital part of delighting ...

Customer experience should be getting better. Companies are increasingly claiming to be customer-centric and appointing Chief Experience Officers to focus on improving CX. They are investing in AI and ...

By Amanda AKUSHIE Customer experience is still widely misunderstood in many organizations. It is often treated as a frontline issue, something to be managed through customer service training, ...

“A customer who is dissatisfied will tell between 9-15 people about their experience, with over one in 10 telling 20 people about their bad experience.” That wronged customer is likely going to tell ...

It’s no secret that customer experience (CX) and employee experience (EX) are inextricably connected. According to a Harvard Business Review article, employee experience is the key driver of customer ...

After two years of softness, Starbucks’ traffic rebound points to a familiar truth: experience moves the business before the metrics follow.

Have you ever waited in a queue to have a driver’s license renewed and felt your frustration levels rising at the apparent lack of urgency, compassion and accountability? What can you do? You must ...

Nov. 26—Thousands of everyday New Yorkers interact with some aspect of the state government nearly every day, from the Department of Motor Vehicles to the Department of Taxation and Finance and many ...

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 ...

Remote work is no longer a niche perk, and a detailed study on hybrid work found that some employees will trade up to 25% of ...