Culture

Great customer experiences require more than the right tools. It’s also about the people—your people.

Latest stories Page 17

Amy Gallo loves a good fight. A Q&A with the woman who wrote the book on conflict. Article

Amy Gallo loves a good fight. A Q&A with the woman who wrote the book on conflict.

Amy Gallo loves conflict. So much so that she believes a manager has a duty to…

AI is what dreams are made of. Just ask Disney. Article

AI is what dreams are made of. Just ask Disney.

We talk a lot about artificial intelligence and the impact AI will have on our culture…

We’re not all meant to serve customers, but if you do… a Q&A with CX leader Jeff Toister Article

We’re not all meant to serve customers, but if you do… a Q&A with CX leader Jeff Toister

Jeff Toister knows CX... but he really knows culture. Here he talks about our responsibility to…

You can be an Ugly American, even in America Article

You can be an Ugly American, even in America

While many of us try and fight the Ugly American stereotype abroad, we have no problem…

Who thought being authentic would be this hard? Article

Who thought being authentic would be this hard?

The professional world is inundated with trite sayings and fads—from “value-add” and “ideation” jargon (say, what?)…

“V” in the moment of change: Q&A with diversity and inclusion expert Vernā Myers Article

“V” in the moment of change: Q&A with diversity and inclusion expert Vernā Myers

Everyone's a little bit racist. And the sooner we all figure that out, the sooner we…

Worked at Red Lobster? Put that on your resume. Article

Worked at Red Lobster? Put that on your resume.

Years ago, when Sara Price moved to Chicago, she waited tables while trying to build an…

“That’s not in my job description.” Wrong. Vet the job before you land the job. Article

“That’s not in my job description.” Wrong. Vet the job before you land the job.

There are many follies within job descriptions, but if you better understand them, you can avoid…

What can you do if your boss is a psychopath? Article

What can you do if your boss is a psychopath?

Believe it or not, but you may have a corporate psychopath as a boss. Learn how…

The siren call of customer service Article

The siren call of customer service

Most of us have never thought of customer service as a career... even when customer service…

Begging the question, beating the straw man, and other non-sequitur nonsense Article

Begging the question, beating the straw man, and other non-sequitur nonsense

If you deal with customers, you will someday engage in customer arguments. Arguing, making your case,…

Selfish or selective? 6 ways Millennials are changing charitable giving. Article

Selfish or selective? 6 ways Millennials are changing charitable giving.

Many people think of Millennials as self-centered, selfie-snapping, uber-texting, uber-riding, narcissists. Even some Millennials share this…

Inside a hotel room: tips for excellent customer service Article

Inside a hotel room: tips for excellent customer service

Hospitality customer service is a niche that can help every industry. From retail to technology, these…

Stop saying “If I were you…” and other advice on giving advice Article

Stop saying “If I were you…” and other advice on giving advice

Giving advice is a requirement for most jobs, but many of us are ill-equipped to do…

Everyone is welcome here: making space for sanctuary in the workplace Article

Everyone is welcome here: making space for sanctuary in the workplace

We've heard about sanctuary cities, but what about sanctuary in the workplace? More employees are asking…

“Don’t react, respond” and other work conflict resolutions Article

“Don’t react, respond” and other work conflict resolutions

Don't react, respond. Those are hard words to live by when you are in a conflict…

Office politics: players gonna play and haters gonna hate Article

Office politics: players gonna play and haters gonna hate

Every company has office politics. But some companies and some employees know how to use office…

Why you’re no longer buzzed about office happy hour Article

Why you’re no longer buzzed about office happy hour

Office happy hours were once the best way to connect with coworkers. Some say they've gotten…

Working moms need a new F-word: flexibility Article

Working moms need a new F-word: flexibility

No matter the advancements we make in technology, workplace policies, and legislation, it can still be…

There’s a fresh dad in the cubicle near you Article

There’s a fresh dad in the cubicle near you

New moms usually get all the attention. Flowers, baby showers, and time off from work. But…