An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

We’ve all been there. “For technical support, press 1. For billing inquiries, press 2 …” The frustrating maze of automated phone menus, followed by the dreaded “Your estimated wait time is … 30 ...

Modern CX depends less on where data lives and more on how signals, AI, and governance come together at decision time.

CX doesn’t stall because teams lack insight, but because the questions they keep asking protect the system from real change.

The Fast Company Impact Council is an invitation-only membership community of top leaders and experts who pay dues for access to peer learning, thought leadership, and more. BY John Sabino The Fast ...

MUCH ATTENTION has focused on the superficial areas of customer experience (CX), or what many call a “skin-deep” approach. Although those areas are the most visible to users, this sort of approach ...

AI won’t fix customer experience if phone systems and CRM platforms don’t share real-time context. Integrating them first ...