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 Brad Rosenfeld The role ...

To be fair, our obsession with frictionless experiences stems from a legitimate fear: In a world of infinite choice, a single ...

The most advanced brands in CX are weaving empathy throughout the brand to consumer experience, from initial interaction to well beyond purchase. Eighty-six percent. That’s the proportion of people ...

Companies can never get stagnant on improving their customer experience. Yet too often, good customer service may focus solely on having more positive face-to-face interactions instead of addressing ...

SOME PEOPLE embrace change and new information with ease. However, most do not. And that’s a big challenge for those who lead customer experience (CX) programs. In most organizations a CX leader has ...

"It's all down to which firms can best meet customer needs through frictionless experiences." So says EY in their 2022 Global Insurance Outlook. But most insurance carriers are still struggling to ...

It's easy to overlook customer care services. In the grand scheme of your operations, it seems like a small piece of a much larger puzzle. However, inbound customer care is critical to the reputation ...

It’s tough out there for a customer journey mapper, at least one who is still clinging to the old or legacy ways of ...

From workshops to new technology, new-service improvements have paid off in faster connections and streamlined processes.

ibex Wins Two 2025 Globee® Awards for AI-Driven Customer Experience and Customer Service Excellence ...

Research by consultant Accenture forecasts the economic impact of generative artificial intelligence (AI) in the enterprise. The 2024 report suggests more than $10.3 trillion in additional economic ...

The Ninoy Aquino International Airport (NAIA) has earned its first-ever global customer-experience accreditation from ...