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 Reuben Yonatan Customer ...

User experience is not the same as customer experience. While most designers directly influence the UX, they also need to understand the larger context of the CX. The customer experience represents ...

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, ...

Former reps reveal what they say happened at the other end of the phone. — -- More and more disgruntled customers are posting personal horror stories online about their interactions with customer ...

Southwest Airline’s founder Herb Kelleher famously said: “If you treat your employees right, guess what? Your customers come back and that makes your shareholders happy.” This simple declaration ...

Consumers interact every day with brands of all shapes and sizes. Whether it’s while people are commuting to work, watching their favorite shows or buying snacks at a convenience store, brands embrace ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

Customer experience quality in the U.S. has just hit an all-time low. And, in related news, customer experience quality in the U.S. has also hit an all-time high. Let the confusion begin. These two ...

Successful healthcare organizations can distinguish between the patient experience and the customer experience. Healthcare organizations need to focus on both the patient experience and the customer ...