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.

When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

John Iwuozor is a freelance writer with expertise in the technology field. He has written for a host of top tech companies, the likes of Technologyadvice, Tripwire amongst others. He's an avid chess ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

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 ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. The pandemic threw customer service into the spotlight, even as ...