What questions are effective for uncovering emotional pain points, revealing existing processes, and directly identifying bottlenecks? Learn how to address pain points and define success metrics to ...

Customer behavior insights. Sentiment analysis improves customer satisfaction and allows businesses to act on customer feedback quickly. Weather and sentiment synergy. Combining weather data with ...

Becoming a customer-centric organization is more crucial than ever. The importance of putting customers at the heart of business strategies cannot be overstated. Organizations that succeed in this ...

Tom Lewis is the SVP of Consulting at TTEC Digital and leads the organization's thought leadership around the intersection of AI and CX. Urban Dictionary defines “ghosting” as when someone cuts off ...

Strengthen your customer relationships by addressing these eight key customer experience failures.

Providing exceptional customer experiences can really set you apart from your competition. Today's consumer expects a personalized experience from the companies they choose to engage with. In fact, ...

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 Guy Yehiav Technology ...

I would argue that the most important indicator of a brand’s health is customer loyalty. For leaders, building and sustaining strong customer loyalty is the holy grail. Leaders talk a lot about how to ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Opinions expressed by Entrepreneur contributors are their own. Align teams for a seamless customer journey and foster cross-functional collaboration for success. Build trust through authentic customer ...

Enter design thinking—an approach that goes beyond mere products to delve deeply into customer experience, transforming everyday banking into an intuitive, engaging, and satisfying journey. How can ...

— -- If I asked you, "Why do your customers buy your product or service?" could you tell me? If I probed further and challenged you, "And why do they buy from you?" do you think you'd have a ...