Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories
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9 min read
Be a change leader to customer-centricity
Rowing is one of my passions and I often find myself drawing parallels to the sport…
Article
9 min read
Therapy, like everything else, has moved online. And that's a good thing
When my sister, a therapist, began doing teletherapy because of the COVID-19 lockdown, she and I…
Article
9 min read
Rising to the challenge of remote leadership
Unprecedented. Troubled. Uncertain. Scary. Frustrating. Whatever you want to call the “times” we are living through,…
Article
10 min read
How to support your remote team's mental health
No expert would recommend making the shift from a full-time, in-person team to a fully remote…
Article
7 min read
D2C retail: Why a simple customer experience is just what we need right now
“Don’t create products people don’t want” may be the ultimate way to remain customer-focused as a…
Article
8 min read
Shannon Weber on how to show up for others in hard times
When Shannon Weber was starting her career, she led a team at a crisis hotline. Phone…
Article
8 min read
The brave new world of virtual volunteering
The college student who delivers donated personal protective equipment (PPE) to hospitals. The 7th grader who…
Article
7 min read
Bringing empathy to product design
There’s never been a better time to understand our customers. We have access to gazillions of…
Article
10 min read
7 ways to build your team's communication strategy—especially when remote
There’s an insidious presence eating away at your productivity and focus every day. It’s communication debt.…
Article
12 min read
Soothing consumer anxieties with 'calm commerce'—a rising trend in retail
Many of us are as obsessed with optimizing every part of our lives as we are…
Article
9 min read
Striking the right balance as chief customer officer
According to the Chief Customer Officer (CCO) Council website, the first Chief Customer Officer was hired…
Article
11 min read
How to work and homeschool—advice from someone who's done it
Parents: What we are being asked to do is not humanly possible. There is a reason…
Article
7 min read
How 'upstream leaders' can unlock the power of preventative thinking
You can imagine how stunned Ryan O’Neill, head of the Customer Experience Group at Expedia, was…
Article
10 min read
Talking about mental health at work, now part of the employee experience
In February—about a month before COVID-19 made such things impossible—I attended the wedding of my niece…
Article
7 min read
3 ways retailers can prepare for the road ahead
“People used to go to the mall for fun? That’s weird.” This was from my daughter,…
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