As customers demand ever faster, smoother service, traditional IT systems cannot keep pace. Autonomous CRMs offer a way ...

It’s a shame that customer service doesn’t always get the respect and attention it deserves because it’s among the most important ingredients in any business’s success. There’s no better marketing ...

Robert Passikoff, founder and president of Brand Keys, zeroed in on the emerging tensions between expectations and loyalty.

To improve customer loyalty, organizations must address this gap by implementing effective data management, advanced AI and strategic human interaction. Customer support is a vital function for any ...

From the initial shock waves of the pandemic to persistent economic uncertainty, businesses around the world have had to change nearly every facet of their operations—and no area has seen more ...

Think back to a time when you had an outstanding customer experience — one so memorable that you couldn't help but tell your friends about it. More often than not, it wasn't just about meeting ...

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 Janelle Dieken Inflation ...

Effective data governance is even more crucial as businesses evolve their artificial intelligence deployments.

Discover how digital experience platforms are redefining customer engagement in 2026 through personalization, omnichannel ...

The pandemic has created some “cultural angst” among consumers who are more anxious about the trustworthiness and delivery of services. As customers get more used to doing everything remotely — from ...

Shopping used to be an event—smiling greeters, meticulous window displays, perfume-sample sprayers, retail workers with the sole job of helping you pick out and try on clothes. Back in the 1950s, ...

The metaverse, a virtual reality–based successor to the internet that is populated with live people, is yet another new digital space where brands can more fully engage with their customers. But, many ...