Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

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 Jason VandeBoom ...

Bias is often thought of in the context of HR and staffing, but unconscious biases in customer service interactions can negatively affect your brand and thwart longer-term customer relationships.

Understanding customer churn is critical to sustaining a healthy business. Knowing how and why customers leave and what can be done to win them back underpins efforts to target new markets and product ...

Every person in a customer-facing role understands that there are some customers who are more difficult than others. Here are some ways to turn these customer interactions into more positive ...

Editor's note: This article is Part 2 in a four-part series where we explore the reporting and article-writing differences between artificial intelligence and humans on the same topic (AI-augmented ...

Large language models (LLMs), the underlying technology behind generative artificial intelligence, are helping make contact centers much more efficient. But at this point in time, they are not being ...

Customers today expect the convenience and efficiency of digital communications, but they’re also worn out by them. And that means leaders have a real challenge to grapple with – how do you meet ...