During incidents, it’s important to have well-defined roles for anyone involved in the response team. This makes it easier for the commander to maintain a clear view of what’s going on and who is ...

It seems banal to even state at this stage in the game that your brand and the customer service you provide are inseparable. A recent report from Zendesk found that 75% of customers are willing to ...

Customer service is at the forefront of the artificial intelligence (AI) revolution and everyone’s trying to keep up. Here’s the question people are asking — will customer service AI replace human ...

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. Let’s start by defining what ...

In my previous article, How CX Meets Employee Engagement for Business Growth, we explored the symbiotic relationship between Customer Experience Excellence (CEE) and Service Employee Engagement (SEE).

As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

As the front line and entry point of customer support at Bloomberg, Bloomberg Customer Service (BCS) representatives have been exposed to all businesses and products at Bloomberg from day one, working ...

Dealing with a mobile carrier’s customer service is among most people’s least favorite activities. First you navigate your way through an automated phone tree, responding to a robo-voice that often ...

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.