The memories of experiences are more important to future customer loyalty behaviors than what actually happened in the experience. This is the harsh reality of customer experience and a pivotal aspect ...

In retail, customer experience drives loyalty, yet most organizations cannot pinpoint a single person responsible for it.

As consumers demand artificial intelligence (AI) interactions that feel more human, personalised and engaging than ever before, human-centric AI is redefining customer loyalty and becoming a strategic ...

In the world of B2B, customer loyalty is the cornerstone of sustainable growth. While many businesses focus on customer acquisition, it's returning customers who often drive the most substantial ...

Customer experience shapes brand perception and loyalty, but gaps prevent many organizations from optimizing performance ...

Some of the clearest customer experience lessons don’t have to come from our normal sources. They can come from stories we ...

Imagine walking into a hotel room and discovering a personalized note next to a plate of your favorite food. Opening the note reveals information about hotel amenities and recommendations for local ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. We’ve all experienced bad customer service. I tried to resolve a ...

What if the value of diversity, equity and inclusion initiatives was about more than just doing the right thing? What if it was also a value proposition?

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 Fast Company Executive ...