Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories
Article
5 min read
Improve customer rapport by mirroring
Agents can work to build customer rapport by adjusting to a customer's emotional state or way of communicating.
Article
11 min read
Stop exercising and start moving
I’m moving house in T-minus 10 days. So, yesterday, after assembling 35 cardboard boxes, dismantling two…
Article
6 min read
We’re not all leaders, but we all can practice emergent leadership
When you walk into a room, there’s no easy way to know who has the best…
Article
9 min read
Will you show up with your emotions, or send an emoji instead?
If you’ve tweeted, posted to Instagram, or texted in the past few days—and who among us…
Article
6 min read
Emojis at work: the good, the bad, and the legally binding
Emojis haven’t actually reshaped communication. I mean, they’re symbols meant to convey a message, and humans…
Article
8 min read
Your smartphone is making you stupid
Among the many life lessons my partner and I learned as we purchased and moved into…
Article
5 min read
Say it with an emoji. Yes, even at work.
Whether or not you it, modern communication often involves emojis or their predecessor, emoticons. They’ve even…
Article
7 min read
The unexpected customer service hero—we all have one
Once upon a time, when I was in a painful and difficult marriage, the city was…
Article
4 min read
Your mother was right, you are the company you keep
You have needs, I have needs, we all have needs—one of which, according to Maslow’s Hierarchy…
Article
7 min read
Don’t have kids, eat less meat, and other ways to save the world
Whose fault is it that glaciers are melting, oceans are becoming cooler and less salinated, “storms…
Article
16 min read
Episode 24: Tasha Eurich on self-awareness
Organizational psychologist Dr. Tasha Eurich wants you to get serious about self-awareness. No, she doesn’t want…
Article
8 min read
The thrifting trend is making garage sales kinda cool again
There are only a couple things that will get my father to stand in line alongside…
Article
7 min read
How to make a soundtrack for your life
“Splish Splash” and the “Flying Purple People Eater.” The Beatles. Goth, goth, goth. Fugazi and Bikini…
Article
19 min read
Amy Gallo loves a good fight. A Q&A with the woman who wrote the book on conflict.
Amy Gallo loves conflict. So much so that she believes a manager has a duty to…
Article
5 min read
AI is what dreams are made of. Just ask Disney.
We talk a lot about artificial intelligence and the impact AI will have on our culture…
Article
17 min read
We’re not all meant to serve customers, but if you do… a Q&A with CX leader Jeff Toister
Jeff Toister knows CX... but he really knows culture. Here he talks about our responsibility to…
Article
14 min read
"V" in the moment of change: Q&A with diversity and inclusion expert Vernā Myers
Everyone's a little bit racist. And the sooner we all figure that out, the sooner we…
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