At AT&T, we’ve learned that customer obsession is the North Star guiding every decision, every innovation, every interaction.

The shift to intelligent CX represents a fundamental evolution from viewing AI as a collection of tools to seeing it as the ...

Despite its central importance to the success of every business, customer experience is rarely implemented as effectively as it could be by leadership teams. This happens because customer experience ...

Privacy-first approach. Prioritizing privacy-first practices and compliance with privacy regulations creates consumer trust and enables better, more ethical data use ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. In the dynamic food and beverage (F&B) industry, enhancing customer engagement is an ...

Senior executives continue to make significant investments in customer relationship management (CRM) systems, as they face their most pressing management challenge – improving customer loyalty and ...

A customer can be exposed to a brand through various touchpoints and channels depending on their individual journey and the brand's marketing strategies. For example, interaction with a brand’s ...

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 Ally Zwahlen Online ...

A 2018 survey by Gladly found that 68 percent of customers say they’re willing to pay more for products and services from brands known for providing good customer service. Providing outstanding ...

The fast-growing company has turned away from posts that just highlight its low prices and toward more playful, culturally ...

What would you ask your best customer if you could sit down to have a coffee with her? If your aim is to improve the relationship, your best bet would be to talk about her experience with your company ...