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 ...

One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There is an old saying that customer service happens when ...

There's a big difference between customer experience and customer service. In this video, Entrepreneur Network partner Patrick Bet-David goes through the major differences between the two. Bet-David ...

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

Customer service is a critical component of any successful business. It can make or break a customer’s experience, ultimately impacting the company’s bottom line. What can a business that is ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the interoperability challenge by functioning as a universal adapter for AI agents.

In today’s competitive business landscape, entrepreneurs constantly seek ways to enhance customer experience to drive business loyalty. Understanding and prioritizing customer needs is paramount to ...

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, ...

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 ...

When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better ...