Leading organizations are shifting toward holistic, adaptive AI that automates the entire customer journey. This integrated ...

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 ...

A product can sparkle in features but still fail in feeling. Customers stay loyal to experiences, not perfection.

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 ...

Customer service is at the core of customer experience, and has arguably seen more change and elevated importance over the past years than any other business function, this according to the 2022 State ...

The Supportive Role of AI Chat Software. With the help of AI chat software, new customer service representatives can receive "instant guidance" during real conversations: The s ...

Start with the basics. Use AI for chatbots and repetitive CX tasks to reduce wait times and lower operational costs. Build loyalty with advanced tech. Use real-time customer data to allow AI-driven ...

Public Editor Stephen Buckley reports on the DMN customer service team, who handles complaints about everything from wet ...

Finding the right bank for you isn’t just about fees and interest rates. These banks set the gold standard for customer experience. David McMillin writes about credit cards, mortgages, banking, taxes ...

Singaporean consumers love the service provided by their national carrier, selecting Singapore Airlines as their top brand for customer experience. Customers in the market can be highly discerning ...

In the new era of the integration of technology and culture, the 2025 China International Service Trade Fair (Service Trade Fair) has arrived as scheduled, showcasing the latest achievements in the ...

I’m sick and tired of being surveyed after every interaction with anyone these days, whether it’s my dentist, an airline or Home Depot. A few weeks ago, I bought a spray nozzle for $5. I got an email ...