In October, Elon Musk took Twitter private, firing the previous CEO Parag Agrawal. In November, Disney’s board fired Bob Chapek and brought back Bob Iger as its CEO. Meanwhile, Disney’s Thanksgiving ...

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. Have you noticed that almost ...

Stories about poor customer service are, unfortunately, legion, but it’s doubtful many of them concern Chewy. The ecommerce pet retailer with more than 20 million active customers doesn’t use an IVR ...

In the day-to-day operations of running a business, losing sight of the mission and the problems of your customers can happen gradually, without notice. The success of a business is directly related ...

The Biden Administration has announced a new “Customer Experience and Service Delivery” initiative, promising some pretty specific and measurable actions, not just high-minded rhetoric. For example, ...

Jen Spencer is CEO of SmartBug Media—a full-service digital agency helping businesses get the most out of their full customer life cycle. Few companies would admit to not focusing on their customers.

Is it better to go for that lasting impression in customer experience that really delights or to fix something that is broken? I’ve been thinking about pizza all day, so I decide to order one for ...

Consumers have high expectations for convenient, seamless experiences across all points of interaction with a business, and frontline workers bear much of the responsibility for meeting those ...