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Customer Service Publications

Anticipates and meets the needs of both internal and external customers. Delivers high-quality products and services; is committed to continuous improvement.

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  1. Reviving Professional Development: A New Approach for Millennials

    March 2018

    This Giving Thoughts article explores an emerging model to help companies revive professional development, focused on purpose-driven, service-based leadership learning that also supports corporate social impact.


  1. 25 Truths about Customer Experience: Insights from the 2017 Customer Experience Conference

    June 2017

    The best way to provide a great customer experience is to stay on top of evolving customer needs and view disruption as a new way to please customers.


  1. 25 Truths about Customer Experience

    April 2016

    Both consumer-facing and B2B companies can offer stellar customer service by being the best place to work, creating exceptional experiences, and having a customer-first culture.


  1. Staying Ahead of Change and Preparing for 2020: Insights from the 2015 Corporate Brand and Reputation Conference

    November 2015

    One of the best ways to build your brand is by getting the marketing, customer service, and sales teams to work together to provide the best customer experience possible.

  2. Using Analytics and Culture to Deliver Journeys That Customers Crave: Insights from The 2015 Customer Experience Conference

    August 2015

    Companies that are known for top-notch customer service have cultures that base everything the company does around pleasing the customer.

  3. Integrating Sustainability into Your Core Businesses—A Road Map

    May 2015

    This report identifies work processes, tools, and experiences that can help practitioners build or strengthen sustainability programs in their companies.

  4. Joining the Conversation

    May 2015

    Companies are looking to social media not only to get insights on the future of the consumer, but to advance their brands online by building relationships with social media users.


  1. Creating the Right Voice and Content for Social Media

    December 2014

    Companies must craft the right brand voice and content to get a bigger impact from their social branding efforts. Firms are expanding their view of their customers for more opportunities to engage with them.

  2. Streamlining Product Safety and Regulatory Information along the Value Chain

    October 2014

    The lack of consistent approaches for sharing product stewardship information in today’s complex global economy creates significant business risks that are often invisible to leadership.

  3. Proxy Voting Analytics (2010-2014): Executive Summary

    September 2014

    There’s been a fundamental shift in the type of resolutions shareholders submit, and activists are increasingly using social media to agitate for change outside of the AGM, 2014 data show.

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