Gautam Patankar's transition from a lifelong golfer to the chief experience officer at Bobby Jones Links underscores a unique blend of personal passion and professional evolution. His background as a ...

The holiday season is fast approaching, which means many businesses are in the process of hiring and training seasonal employees. Holiday shopping can be stressful, which means providing exceptional ...

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. Similarly, MIT researchers ...

Over the past few decades, well-meaning business leaders have tried to build customer-centric workplaces to gain advantages over their competitors. The real key to success, however, starts with an ...

If you keep your employees happy, will they make your customers happy as well, through superior customer service? My knee-jerk reaction would be, “Of course they will!” But you never know when what ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. The world is discovering how powerful AI is in so many areas ...

If we ask our employees open-ended, probing questions and are willing to have an open mind to not only ‘hear’ what they have to say but really ‘listen’ to their feedback — with zero ego attached — it ...

Philippe is the GM of Grand Hotel Les Trois Rois and a mentor, executive coach, advisor and expert on employee engagement. In customer service, where interactions often lean toward efficiency and ...

In our latest installment of CMSWire TV's Beyond the Call, Mandi Fang, senior vice president of client operations at Cox Automotive and the recipient of the CMSWire 2025 Impact Award for Customer ...

A couple of months ago, I visited a well-known establishment in Miami for dinner. Even though it was a regular weeknight — not nearly as busy as a weekend rush — I noticed one of the staff members ...

Customer service can make or break a company’s reputation. When a bank employee’s refusal to provide basic service backfired, a simple Yelp review triggered a chain of events no one saw coming. You’ll ...

With a focus on quality and patient experience, the Valor Health Quality Department recently presented an award for Valor Health Customer Service Employee of the Year to Devin Fox, Phlebotomist and ...