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8 min read

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…

Article
8 min read

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…

Article
5 min read

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…

Article
6 min read

Reimagining the future of retail

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

Article
8 min read

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…

Article
10 min read

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.…

Article
5 min read

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…

Article
5 min read

The future of customer care: built-in flexibility

Customer contact centers have always been divided between remote work and in-office work, with arguments for…

Article
4 min read

Stop for a CX moment—4 lessons from leaders guiding their teams through change

There’s no predetermined “right” way to run a business during a global pandemic. Over the last…

Article
3 min read

Marketing in a crisis looks different today than in the past

During a crisis, when the unknown is immense and the only constant is change, the natural…

Article
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
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
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
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
9 min read

Business isn't always about commerce; it's also about community

And just like that, the world was different. Enter, a fearsome illness that can only be…

Article
13 min read

How messaging fosters strong connection—and how 4 brands use it

Messaging has come to play a dominant role in nearly every area of our lives—from how…

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