When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

When customer experience falls apart, most organizations jump into action. They tweak the app. Rewrite scripts. Train agents. Launch a journey map sprint. And while those things aren’t wrong, they ...

In the past few years, the pace of AI development has accelerated dramatically, and organizations are racing to adopt these ...

Customer experience (CX) has become the most powerful differentiator ... Decisions about product priorities, service models ...

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

It’s time to roll up your sleeves and reshape the ecommerce customer experience with these seven ecommerce customer experience strategies. Collaborating with a branding and content design agency can ...

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. Similarly, MIT researchers ...

AI is being heralded as a game-changing technology across almost every conceivable industry. Already, customer experience strategists are foaming at the mouth, brainstorming the many ways AI can be ...

Not that I achieve it 100 percent of the time–a tall order for any business owner–but one of my core business goals has always been to provide a great customer experience. The kind of experience that ...

In the ever-evolving world of mortgage servicing, delivering an exceptional customer experience at every stage of the customer’s journey is a crucial differentiator. Having spent my career focused on ...

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, ...

Air Canada was voted the North American Winner for Employee Experience Strategy in the sixth annual ARCET Global Customer ...