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 ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

For the first time in ages, technology advancements feel on pace with the big ambitions we have as marketers. Personalized experiences at scale, strong alignment between different marketing ...

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 ...

A crash course in Experience Economics, the science behind the financial impact of your customer experience. Action plans to help you reduce critical painpoints, build customer loyalty, and foster ...

Customer retention is more than a buzzword—it is a proven driver of sustainable growth and profitability. Sounds like common sense? Think again. Customer churn is on the rise. Yet, while many ...

Customer feedback arrives through dozens of channels: support tickets, chat transcripts, survey responses, social media ...

For U.S. homebuilders, 2025 has shaped up to be the most challenging sales environment in a decade. New single-family home sales fell 13.7% in May, dropping to a seasonally adjusted annual rate of 623 ...

Featuring Elizabeth Buchanan, President of North America, NielsenIQ, and Alex Clemente, Managing Director at Harvard Business Review Analytic Services Customer experience is everything for B2C ...

Experiences are, at their core, emotional for customers. Whether it’s the frustration of being stuck in a middle seat on a long flight, the excitement of waiting hours to taste a special meal, the ...