Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 2 years old. NPS is one of the ...

Life is a series of progressions. Take the transition from student to professional, for example. In school, our objective is to learn the fundamentals of a subject. When we start our careers, we aim ...

Keeping an eye on your day-to-day customer service operations means measuring the right metrics—that is, knowing which ones are setting your business up for both immediate and long-term success.

AI is here to stay. Generative AI’s growing intelligence can greatly improve all facets of customer experience, including NPS, CES and CSAT. LLMs help you understand your customers. A company’s NPS ...

“Girl, I get a rush when we’re speeding in my car/ And sometimes it’s too much” —Tyler, the Creator (“2SEATER”) DURING MY USUAL prowling around these interwebz of ours, I stumbled across a photo that ...

British statesman Benjamin Disraeli once said, “There are three kinds of lies: lies, damned lies and statistics.” InfoCision’s Steve Boyazis respectfully disagrees. Boyazis believes that you can glean ...

Steps CMOs can take to become more successful in delivering customer experiences that add value for both the customer and the organization. CMOs want to make CX investments that will drive the most ...

Members of Fast Company Executive Board share their expert insights. [Image: Courtesy of the individual members.] The Fast Company Executive Board is a private, fee-based network of influential ...