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 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 ...

Whether you’re operating in a service-driven industry like matchmaking or selling physical products, customer experience defines the success of your brand. As co-founder and president of a premium ...

A good client experience can be the dividing line between success and failure. In client service, building transparency and rapport with clients, who, for their part, want to work with a team that ...

When leaders think of how to improve their customer's experience, they often associate this practice with retail or technology services that are digital-first, transactional businesses. While the need ...

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. It is common knowledge that delivering superior digital ...

Eighty-nine percent of customers say they would become loyal, repeat customers after experiencing a positive client experience (CX). Yet, many business leaders still ask, “Is developing a CX program ...

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 ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

AI customer service can be a game-changer, but balancing automation with human touch is critical to avoid disconnection and maintain loyalty. Artificial intelligence (AI) has become a game-changer for ...

According to Fenergo estimates “poor customer experience” is costing financial institutions $10 billion in revenue per year. 36% of financial institutions have lost customers due to inefficient or ...