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 ...

The success of any business venture depends on two factors: the goals and metrics for defining that success. One of the goals is customer success, which starts with understanding why and how customer ...

It can make a call feel more relevant and more accountable, especially when teams are operating across borders.” She added that a local strategy should support the full customer journey, including ...

When Marshall Field opened his first department store in Chicago, he focused on one thing: customer success, or as he phrased it, "Give the lady what she wants." Nearly 200 years later, a business's ...

Dom Nicastro: Hey everybody. Dom Nicastro here, welcome to another edition of CMSWire TV. Beyond the Call. I am the editor-in-chief of CMSWire, and I’m joined by—let’s get this out of the way—Melissa, ...

Retail media networks (RMNs) have become as mainstream as existing content and advertising channels. The problem is that RMNs are still measured according to traditional metrics like clickthrough ...

Measuring customer experience — the right way. It is important to identify the right set of metrics that provide a level of situational awareness that is correct, accurate and constructive for ...

L-R: Kathleen Lucente, Jared Knisley, Jerry Ramos, Jessica Hawthorne-Castro, Kent Lewis, Peter Abualzolof The Business Journals Leadership Trust By Business Journals Leadership Trust Expert Panel® ...

Continuous digital connection has fundamentally transformed the entire customer relationship lifecycle, from sales and marketing through to customer service and renewal. In place of the sporadic sales ...

The holy grail of growth marketing seems to be the “aha” moment. That’s the moment, according to Appcues’ Ty Magnin, when users feel that "click" as to how your product will be valuable to them. For ...

The government is working with industry to improve how it measures product and service delivery in the wake of the Customer Service Executive Order, according to the federal chief information officer.