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 ...

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 ...

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, ...

Combining multiple customer experience metrics will provide the deepest insights — but first you must define what success means for your company. Delivering a great customer experience (CX) is ...

Why is it that things always move towards becoming more complex? If you’re not careful, complexity leads to overwhelm, which leads to procrastination, and then we just turn our attention to what to ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Customer success teams across software companies monitor key metrics religiously—reviewing ...

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® ...

In my January 10 piece, If SaaS companies are serious about customer success, they better learn from Coupa's community intelligence approach, I issued a call for other winning examples. I some very ...

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.

Shreesha Ramdas is SVP and GM of Strikedeck at Medallia, a Customer Experience Management Company. It is hard to argue against the fact that the business world today is substantially different than it ...

L-R: Sebastian (Saj) Thachenkary, Jenifer Lambert, Lerah Harris, Adam Riff, Tricia Gellman, Kristi Turner, Rich Campagna, Cindy Zhou, Ajit Ghuman, Crystal Cooper The Business Journals Leadership Trust ...