Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories
Article
9 min read
8 cognitive biases that affect how you manage your team
Managers are expected to make split-second decisions, day in and day out, tracking who is working…
Article
6 min read
This season, replace your FOMO with JOMO
Editor’s note: So much great business advice, so little time to read. That’s why each month…
Article
6 min read
8 more funny customer service scenes in film and TV
While most reasonable people abhor terrible customer service, for comedy writers, it’s the gift that keeps…
Article
10 min read
Why 2020 is the year for flexible workplaces
The 40-hour workweek passed into law in 1940. Back then, men went to work, and more…
Article
6 min read
4 ways to bring transparency to the customer experience
When he was Chief Revenue Officer at PowerReviews, a technology company that helps retailers collect and…
Article
6 min read
CXM best practices for every business
Customer Experience Management (CXM) has become a buzzworthy concept over the last 10 years as businesses…
Article
9 min read
The future employee experience is personalized
I recently wrote a piece about sensory customer experiences for Relate where I imagined how software…
Article
9 min read
Pamela Pavliscak on the danger and promise of emotional technology
Silicon Valley is trying to crack the code on emotion. The tech world knows that research…
Article
8 min read
Nadine Champion on truth, fear, and learning to take a punch
When Nadine Champion speaks, she shows audiences a picture of herself from back then: a ripped…
Article
7 min read
Executive voice: what it is, why you need it, and how to cultivate your own
The CEO of a struggling financial services company speaks confidently and reassuringly to her thousands of…
Article
11 min read
Bespoke is coming to a product or service near you
A headline in The Atlantic Monthly proclaimed: “The Future of Marketing is Bespoke Everything.” That might…
Article
11 min read
7 innovative ways technology is transforming the patient experience
I recently came back from vacation with an insect bite the size and feel of a…
Article
9 min read
What companies gain by hiring veterans
Few of us can begin to imagine life in the military if we haven’t ever served.…
Article
8 min read
Feeding the needs of today's experience-hungry customer
Technology has changed the way we human beings interact with the world. Everything is faster, easier,…
Article
7 min read
Build a strong company culture by leading with EQ
“Company culture” often equates to little more than a buzzword, sometimes mistakenly associated with workplace perks.…
Article
8 min read
Unlocking the potential for new customer experiences with 5G
No one knows for sure what a 5G world will look like. Imagine what’s possible if…
Article
6 min read
Lessons in CX from 3 thriving brands
One of the things that shocked Mio Adilman when he became host of the Repeat Customer…
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