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

In today's fast-paced B2B environment, the bar for customer service excellence keeps rising. Customers now expect not just solutions but personalized and efficient interactions with the companies they ...

The companies achieving breakthrough results with AI aren’t necessarily those with the most sophisticated algorithms or the biggest data science teams. They’re the ones who solved the alignment ...

Are you focused on the customer? On customer success? On customer retention? Does it drive what you do day in and day out? Some companies gloat about their technology. Others about how innovative they ...

For your customers to keep coming back and referring their friends to you, you should ensure they have the best experiences possible with your products or services. It’s difficult to achieve this by ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Any job search platform these days will show there are thousands of customer success (CS) positions waiting to be filled. According to research by Gainsight, a customer success software platform, ...

How does Disney achieve a 70% return rate? What did Apple and Tesla learn from George Blankenship, an expert in creating arguably the best retail customer experiences? Creating a customer journey like ...

The tech industry has created many new roles over the years, each designed to address specific challenges or opportunities. Chief Revenue Officers (CROs), for example, have proven effective by ...

Join the event trusted by enterprise leaders for nearly two decades. VB Transform brings together the people building real enterprise AI strategy. Learn more The revenue and margin leaks that services ...

Continuous digital connection has fundamentally transformed the entire customer relationship lifecycle, from sales and marketing through to customer service and renewal. In place of the sporadic sales ...

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 Kannan Kothandaraman ...