Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories Page 15
Article Quick, digital, and agile—do these words describe your organization? They should
Today’s most successful businesses are quick, agile, and digital. Right? Not exactly. According to a 2017…
Article Customer entitlement: the high price we all pay
Every year, with the help of technology and data-driven insights, companies get better and better at…
Article Improving the customer experience: why UX writers and customer service should team up
I was terrified the first time I filled out my taxes. Combine dense government jargon with…
Article Harness the power of parenting at work
Returning to work for new mom Serena Williams meant hitting the tennis court for the French…
Article What women leaders bring to contact centers
Sarah Stealey Reed remembers a pivotal moment in her career as a contact center leader. She…
Article The weight of emotional labor in the workplace
Nearly a year ago, Gemma Hartley shook the Internet with her article, “Women aren’t nags—We’re just…
Article Our technology is only as empathetic as we are
I’ve been to SXSW Interactive six times. Maybe it’s just me, but for many years I…
Article Growing up vs. adulting: the journey toward adulthood has changed
A few months ago, I learned about adulting—the modern term for twenty-somethings engaging in adult-like behavior.…
Article How to elevate others at work
We all know one or two people like this at work. They walk in and—shazam—the room…
Article Machine translation—is it good enough for customer support?
In 1954, at the first public demonstration of a machine translation (MT) system, researchers from IBM…
Article Would you like a boxed water with that? Retailers reenvision the customer experience
Shopping used to mean spending hours in a crowded galleria that smelled faintly of churros and…
Article Icebreaker alternatives for people who hate icebreakers
“Today is all about getting to know each other, building relationships, and finding out even more…
Article Unexpected and exceptional customer experiences, moment by moment
Back in 2007, FreshBooks CEO Mike McDerment wrote a post on his company’s blog musing about…
Article What to expect from Millennials as managers
By 2025, 75 percent of the workforce will be Millennials. And they won’t be filling entry-level…
Article How not to be an asshole in the office kitchen
Not all office kitchens are created equal. Some are simple and clean, filled with the necessary…
Article Smooth returns; return customers
Nothing simmers more comfortably on our back burner than stuff we need to return to the…
Article Mullets are back in business—especially in customer experience
The mullet has been a part of the cultural conversation for decades, often eliciting some ‘80s…
Article The startup spouse: a view from the other side of bed
Over half a million people become entrepreneurs in the United States each month. That’s a lot…
Article How to choose the right partner. Technology partner, that is.
In the world of retail, it’s exciting to send products out into the wild. After all,…
Article “Let me tell you where I got this”—the power of the brand ambassador
If I said the words “brand ambassador” to you ten years ago, you’d probably think I…