Culture

Great customer experiences require more than the right tools. It’s also about the people—your people.

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How community nonprofits shift focus to solve for food insecurity Article

How community nonprofits shift focus to solve for food insecurity

Around the world, more people are going hungry now than before the pandemic hit. Now, nonprofits worldwide have had to pivot their focus to offering the most essential service of all: giving food.

Inspiring customer loyalty by giving thanks Article

Inspiring customer loyalty by giving thanks

We’re not the only ones who are lulled into a stupor of customer satisfaction in response to service steeped in gratitude. See how you can inspire customer loyalty by giving thanks.

Why the employee experience is the customer experience Article

Why the employee experience is the customer experience

The second time I speak with Colleen Berube, CIO and SVP of Operations at Zendesk, she…

Introducing stories about helpful people Article

Introducing stories about helpful people

When Eric Grandon discovered beekeeping, he had no idea that the bees would give him the…

Holiday 2020: 3 trends for retailers this season Article

Holiday 2020: 3 trends for retailers this season

The most wonderful time of the year will look a bit different in 2020. The holidays…

We can navigate the future of work by looking back at our legacy of change Article

We can navigate the future of work by looking back at our legacy of change

“The future of work is often presented as a binary choice: a hunger game between organic…

Why the business of voting is everyone’s business Article

Why the business of voting is everyone’s business

Not so long ago, the general consensus was that you didn’t bring your personal politics into…

3 organizations on fostering long-term customer relationships Article

3 organizations on fostering long-term customer relationships

Staying connected to customers has always been important, but maintaining a connection that’s exclusively digital is…

Becoming indispensable—a company that your customers can’t live without Article

Becoming indispensable—a company that your customers can’t live without

James M. Kerr called his newest book Indispensable: How to Build and Lead a Company Customers…

Small but mighty: Booksellers adapt to meet customer demand Article

Small but mighty: Booksellers adapt to meet customer demand

You could say that books are having a moment right now. With more people looking for…

The power of a culture built on gratitude Article

The power of a culture built on gratitude

In his posthumous letter for the New York Times, Senator John Lewis could have chronicled his…

7 ways to reduce bias in conversational AI Article

7 ways to reduce bias in conversational AI

You may remember Tay, Microsoft’s infamous Twitter chatbot that unintentionally picked up on hate speech and…

The symbiosis between leaders and managers Article

The symbiosis between leaders and managers

The conventional understanding of the difference between leaders and managers held that a leader is a…

Millennials are hit the hardest by the loneliness epidemic, and here’s why Article

Millennials are hit the hardest by the loneliness epidemic, and here’s why

Millennials get a lot of flack for coming into the workplace and asking for more. They…

Empathy circles: from a moment to a movement Article

Empathy circles: from a moment to a movement

Employees needed urgent support as multiple crises unfolded. Empathy circles were born: safe spaces where our people could talk and feel safe

How to pivot in the face of change Article

How to pivot in the face of change

Something’s not working. Maybe your business didn’t take off like you thought it would; or it’s…

Gratitude at work: why giving is as good as getting Article

Gratitude at work: why giving is as good as getting

Last year, I took Yale University professor Dr. Laurie Santos’s wildly popular “The Science of Well-Being”…

Connecting your CX and marketing strategy Article

Connecting your CX and marketing strategy

There’s more to a brand than its latest advertising campaign and tagline. It’s also how you…

Caroline Criado Perez on systemic data bias that counts women out Article

Caroline Criado Perez on systemic data bias that counts women out

Years ago, I read an article explaining that most objects that appear solid aren’t; they are,…

5 ways AI is helping solve human problems Article

5 ways AI is helping solve human problems

We all use artificial intelligence (AI) every day. I regularly ask Siri to call my mom;…