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. Customers often encounter ...

Customers expect instant, personalized help on any channel—whether that’s phone, chat, social media, or SMS. Recent reports revealed that just a single bad service experience is enough to make ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 4 years old. If you’re trying to grow ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

In this hyper-competitive market, startups need more than a good product and a pitch. You need to provide an experience that makes customers choose you and stick with you– even when they have other ...

Start with the basics. Use AI for chatbots and repetitive CX tasks to reduce wait times and lower operational costs. Build loyalty with advanced tech. Use real-time customer data to allow AI-driven ...