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10 min read
Why gendered language is everyone's business
It was an upscale Indian restaurant near Central Park–”magnificent views of the park and upper Manhattan,…
Article
8 min read
Be an #A11Y—why inclusive design is good design
Good design affects every aspect of our lives, from the tiniest interaction with our phones to…
Article
11 min read
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
7 min read
Not all great customer experiences are convenient
In retail, creating a positive customer experience can mean a great many things, including offering bells…
Article
8 min read
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
6 min read
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
11 min read
The vast unexplored possibility of data visualization
When scientists began working with artist Francesca Samsel in order to visualize things like how deep…
Article
8 min read
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
6 min read
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
4 min read
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
12 min read
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
12 min read
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
5 min read
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…
Article
9 min read
Squarespace’s Jessica O’Connell on customer support as brand ambassadors
Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…
Article
6 min read
Dos and don'ts for marketing with memes
As ubiquitous as the devices we share them on, memes are here to stay—whether or not…
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