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.

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 ...

Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

CEO of IntelePeer. Focused on leading the company’s growth and its mission to become a dominant CPaaS provider for enterprises. Providing an excellent customer experience should be a top priority for ...

Your brand’s approach to customer service has a trickle-down effect from your agents to your customers. When agents are at ease and properly equipped in their roles, they’ll represent your company in ...

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 ...

Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. I saw some great insights on how to do it in More Is More by ...

Customer service is at the core of customer experience, and has arguably seen more change and elevated importance over the past years than any other business function, this according to the 2022 State ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...

Debt collection often carries a negative connotation, frequently associated with pressure tactics or aggressive recovery methods. However, this perception does not reflect the evolved reality of ...