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 Jeff Fettes Companies ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

The deployment of rep enablement technologies from automation to artificial intelligence (AI) can boost the efficiency of customer service representatives (CSRs) and help save money while improving ...

One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Janet Heller noticed it when she broke her arm and could no longer drive ...

Sysco on Monday said it will outsource all of its U.S. customer service functions and layoff an undisclosed number of workers, the latest cost-cutting move by the Houston company to streamline its ...

Companies that outsource customer service functions to reduce costs may risk reducing their client list as well, Gartner warned Friday. In fact, the researcher predicted that through 2007 some 80 ...

The customer service function is now a vital element of your business model. Customer service reps handle customer questions and complaints but they also cross sell products. It is now common to ...

Sophisticated algorithms drive and inform a new level of fully automated and human-assisted customer service. In association withSalesforce When it comes to imagining the future, customer service ...

When investors look at what drives future revenue and profitability, there are several common factors to consider including past financial performance, market potential, leadership qualifications, and ...

FRANKFORT, Ky. An independent review ordered by the Kentucky Public Service Commission (PSC) has found numerous problems with customer service operations at Louisville Gas and Electric Co. (LG&E) and ...

Creating a single source of truth for customer data and a 360-degree customer view is a complex undertaking. Buying a solution rather than building one streamlines the process. Can you help your ...