Culture

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

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How to ask for a mental health day from work—because we all need one Article

How to ask for a mental health day from work—because we all need one

The day is coming when employees will be shocked to learn that their predecessors couldn’t just…

Design in Health helps solve for a better patient experience, from testing sites to nursing homes Article

Design in Health helps solve for a better patient experience, from testing sites to nursing homes

Before COVID-19, Design Institute for Health (DIH) at the University of Texas was already reimagining healthcare…

More context leads to better chatbots—and better conversation Article

More context leads to better chatbots—and better conversation

We’ve all been there. Bounced around to different departments, put on hold, shifted from agent to…

Why empathy has moved from buzzword to business necessity Article

Why empathy has moved from buzzword to business necessity

It used to be that brands were built on strength. If your product was better or…

The future of work—new paradigms, locations, and possibilities Article

The future of work—new paradigms, locations, and possibilities

The workplace paradigm has been pretty stagnant for about 100 years: 9-to-5 Monday through Friday; come…

Work-from-home productivity tips for the long haul Article

Work-from-home productivity tips for the long haul

When the pandemic forced Kenny Trinh’s company to lay off employees, he found himself managing multiple…

We’re more connected than we realize; it’s time to rethink how we do business Article

We’re more connected than we realize; it’s time to rethink how we do business

If there is one thing COVID-19 has taught us, it’s how interconnected we are. When suddenly…

Stop for a CX moment—3 companies taking a human approach Article

Stop for a CX moment—3 companies taking a human approach

For some of us, sheltering-in-place may not have a clear end in sight. For all of…

Startup Central — Tips for leading with compassion with Bunch.ai and monday.com Article

Startup Central — Tips for leading with compassion with Bunch.ai and monday.com

How managers can lead with compassion during difficult times.

Reimagining the future of retail Article

Reimagining the future of retail

Virtual Reality and Augmented Reality have been creeping into retail for years, but COVID-19 has thrown…

The reality of uncertainty: Tim Crawford on how CIOs are thinking about the ‘next normal’ Article

The reality of uncertainty: Tim Crawford on how CIOs are thinking about the ‘next normal’

A few months in to what remains a very strange way of living, we know a…

The bright future of generalists in the workplace Article

The bright future of generalists in the workplace

How people think, in terms of how we use our brains, has changed a lot in…

What’s my job again? On returning from parental leave Article

What’s my job again? On returning from parental leave

The first time I left on parental leave, my company had just been acquired. As a…

How to connect with your silent customers Article

How to connect with your silent customers

Most customers don’t leave feedback. Some research shows that, in fact, 85 percent of customers won’t…

Zappos’ ‘Customer Service for Anything’ is a very human experience Article

Zappos’ ‘Customer Service for Anything’ is a very human experience

As an extrovert, I’ve been struggling with a lack of social interaction while working from home.…

Finding solace as we face uncertainty and ambiguous loss Article

Finding solace as we face uncertainty and ambiguous loss

In the first months of winter, we knew who we were. Most of us were barely…

How the International Rescue Committee welcomes asylum seekers and refugees to the U.S. Article

How the International Rescue Committee welcomes asylum seekers and refugees to the U.S.

Every day, approximately 37,000 people in countries ravaged by war or violence make the difficult decision…

Stop for a CX moment—actionable advice from industry leaders Article

Stop for a CX moment—actionable advice from industry leaders

As we gradually adjust to the nuances and complexities of this “new normal”, businesses are focusing…

How messaging apps help connect immigrant and diaspora communities Article

How messaging apps help connect immigrant and diaspora communities

Group chats have been an extension of my social circles for as long as I’ve had…

Inclusive leadership has never been more imperative Article

Inclusive leadership has never been more imperative

As our nation struggles with and rallies around a re-awakening of racial injustice that has been…