Customer relationships
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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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