In my previous article, How CX Meets Employee Engagement for Business Growth, we explored the symbiotic relationship between Customer Experience Excellence (CEE) and Service Employee Engagement (SEE).

Holiday shopping seasons and other peak periods are huge opportunities for a profit boost, but also introduce challenges as customer expectations ramp up. Everyone feels the pressure to deliver during ...

Customer service can often be viewed as the “kicker” to an organization’s “football team.” It may not be the most glamorous or noteworthy position, but when the game is on the line with time expiring, ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

Studies show that increasing customer retention rates by a mere 5% boosts profits by up to 95%, which highlights the importance of prioritizing customer service and delivering an exceptional, ...

As the complexity of doing business around the globe increases and businesses prioritize a sharp focus on what they know, I anticipate that one of 2024’s biggest overall trends will be a surge in ...

In today’s experience economy, companies must put the customer at the center of everything they do, delivering engaging and meaningful experiences across interactions. Why? They want to buy. You want ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

Even the best product can't stand on its own without exceptional service, and these WOOD 100 manufacturers have mastered the talent. Now in its 35th year, the WOOD 100: Strategies for Success ...

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 Toni Pisano Let’s face it ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...