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. In today’s tech-focused ...

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 Hasan Saleem With the ...

AI customer service can be a game-changer, but balancing automation with human touch is critical to avoid disconnection and maintain loyalty. Artificial intelligence (AI) has become a game-changer for ...

When artificial intelligence (AI) first entered the customer service landscape, organizations viewed the technology primarily as a way to reduce head count, automate routine inquiries, and minimize ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. Companies modernizing their technology platforms should center ...

Forget vanity scores. From real-time insights to account-level health, these companies are proving that smarter CX metrics drive real business impact. Integrated CX data. Technology companies are ...

Welcome to "Salary Journeys," a series that discusses how much people have made over their careers. In this journey, 34-year-old Pam shares how she pivoted from wellness to tech. Pam didn't know what ...

Growing up in the Dominican Republic, Jose Herrera worked in a call center for a big money order company. The place was dark and dingy, with no windows, he says. He had to ask his boss for permission ...

Earlier this year, the White House announced a series of projects that agencies are undertaking as part of an effort to reshape how government delivers services by focusing on citizens' experiences ...