In the 7-minute documentary “The Future is Calling,” experts explain how the customer experience is transforming.

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

In today's Asking Eric column, R. Eric Thomas shares a reader's advice about how to best deal with customer service ...

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 ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Ford is pushing all 9,000 of its dealerships globally to remodel the stores and think differently in how they sell cars.

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 ...

Meta is finally addressing a problem that’s long vexed users: its lack of customer support. Bloomberg reports that Meta is now planning to build a customer support division, which will be able to help ...

CarMax cut about 350 positions across its customer experience division as it looks to streamline its customer support functions.