Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories Page 12
Article How to keep remote agents engaged—and empowered
Back in the heady ’60s, the gap year industry sprouted as Baby Boomers considered different ways…
Article The power of women-built brand experiences
Who designs the culture we live in? It’s everybody, right? We all contribute. Except that when…
Article Not all great customer experiences are convenient
In retail, creating a positive customer experience can mean a great many things, including offering bells…
Article More than metrics: What VCs are looking for in a SaaS startup
Most startups are hungry for investment from venture capitalists (VCs)—for the funds, but also for their…
Article How does your office stack up? The new norm in workplace perks
According to the Bureau of Labor Statistics, perks like healthcare and paid days off weren’t even…
Article Beyond bonuses: what motivates Millennials, Generation X, and Baby Boomers
How often do you recognize or reward your team for their work? Unlike our new bot…
Article The Magnolia method: Scaling authenticity in customer service
You don’t have to be the “Target Lady” to appreciate an occasional chin wag with customers.…
Article The vast unexplored possibility of data visualization
When scientists began working with artist Francesca Samsel in order to visualize things like how deep…
Article Can science fix bad meetings?
Editor’s note: So much great business advice, so little time to read. That’s why each month…
Article Why smart, predictive CX experiences depend on hybrid workforces
Last year saw hybrid workforces—a blend of humans and artificial intelligence—grow in popularity, especially within certain…
Article Support leader or data analyst? Why data analysis is an essential CX skill
Fancy Mills is the group training and content director for the International Customer Management Institute (ICMI).…
Article How augmented reality could change customer service
Back in 1988, former professional wrestler “Rowdy” Roddy Piper starred in John Carpenter’s soon-to-be-cult-classic They Live,…
Article How not to be an asshole when you quit your job
As far as this author knows, these are the three scenarios when leaving a company that…
Article 3 simple steps to inbox zero
Email: the modern day panacea for office communication, sharing funny memes with friends, and those “did…
Article Cold at work? Why it’s time to turn up the heat on conversations around workplace norms
For many adults, “9 to 5” is more than just a Dolly Parton smash hit—it’s their…
Article Building teams, choosing joy, and getting personal: Meet Beth Held
Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…
Article No Hard Feelings takes on managing emotions at work
Editor’s note: So much great business advice, so little time to read. That’s why each month…
Article The evolving role of the CIO
The head of IT used to be an isolated person, speaking a language no one spoke,…
Article Lead with trust: advice from Shopify’s Marcie Murray
Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…
Article Want to provide great retail CX? Start with your employees
It’s a tale as old as internet time. A customer walks into a store having researched…