Culture

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

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The future of customer care: built-in flexibility Article

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…

Holding onto the rituals we’ve learned to love as we shelter in place Article

Holding onto the rituals we’ve learned to love as we shelter in place

For many of us, the past few months represent more concentrated time sequestered inside—either solo or…

Values with action: how Zendesk will continue to do better Article

Values with action: how Zendesk will continue to do better

Silence is complicity. Speech is not enough. We’re committed to being an ongoing catalyst for change. Here are the latest steps we’re taking.

Relational Mindfulness: 4 ways to relate as humans at work Article

Relational Mindfulness: 4 ways to relate as humans at work

A phone interview with Brigit Ritchie in the midst of a global crisis opens like this:…

Startup Central — How to stay connected to your customers with Digit, Fandom, and Lever Article

Startup Central — How to stay connected to your customers with Digit, Fandom, and Lever

In our latest Startup Central Virtual Meetup, we discuss how businesses can meet new and rising customer expectations.

We can cultivate empathy anywhere, even from our living rooms Article

We can cultivate empathy anywhere, even from our living rooms

Right now, connecting with others can be hard. Sometimes it’s the WiFi that cuts out, other…

Stop for a CX moment—4 lessons from leaders guiding their teams through change Article

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…

What we can learn from our veterans about resiliency and connection Article

What we can learn from our veterans about resiliency and connection

Aided by the Coronavirus pandemic, the U.S. is bracing for a mental health crisis that was,…

Consumer trends during The Great Reset: How do we want to move forward? Article

Consumer trends during The Great Reset: How do we want to move forward?

As governments and businesses talk about how to open back up after shelter-in-place orders, there’s a…

Leading with empathy: What you don’t say is just as important as what you do Article

Leading with empathy: What you don’t say is just as important as what you do

Early in the COVID-19 outbreak, it was comforting to say, “We’re all in this together.” What…

Marketing in a crisis looks different today than in the past Article

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…

Glennon Doyle on why the work of transformation is never done Article

Glennon Doyle on why the work of transformation is never done

In the New York Times bestseller and Reese Witherspoon Book Club pick Untamed, Glennon Doyle recalls…

Be a change leader to customer-centricity Article

Be a change leader to customer-centricity

Rowing is one of my passions and I often find myself drawing parallels to the sport…

Therapy, like everything else, has moved online. And that’s a good thing Article

Therapy, like everything else, has moved online. And that’s a good thing

When my sister, a therapist, began doing teletherapy because of the COVID-19 lockdown, she and I…

Rising to the challenge of remote leadership Article

Rising to the challenge of remote leadership

Unprecedented. Troubled. Uncertain. Scary. Frustrating. Whatever you want to call the “times” we are living through,…

How to support your remote team’s mental health Article

How to support your remote team’s mental health

No expert would recommend making the shift from a full-time, in-person team to a fully remote…

D2C retail: Why a simple customer experience is just what we need right now Article

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…

Shannon Weber on how to show up for others in hard times Article

Shannon Weber on how to show up for others in hard times

When Shannon Weber was starting her career, she led a team at a crisis hotline. Phone…

The brave new world of virtual volunteering Article

The brave new world of virtual volunteering

The college student who delivers donated personal protective equipment (PPE) to hospitals. The 7th grader who…

Bringing empathy to product design Article

Bringing empathy to product design

There’s never been a better time to understand our customers. We have access to gazillions of…