Culture

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

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How ‘upstream leaders’ can unlock the power of preventative thinking Article

How ‘upstream leaders’ can unlock the power of preventative thinking

You can imagine how stunned Ryan O’Neill, head of the Customer Experience Group at Expedia, was…

Talking about mental health at work, now part of the employee experience Article

Talking about mental health at work, now part of the employee experience

In February—about a month before COVID-19 made such things impossible—I attended the wedding of my niece…

3 ways retailers can prepare for the road ahead Article

3 ways retailers can prepare for the road ahead

“People used to go to the mall for fun? That’s weird.” This was from my daughter,…

Business isn’t always about commerce; it’s also about community Article

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…

How messaging fosters strong connection—and how 4 brands use it Article

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…

Designing call centers for empathy—can it be done? Article

Designing call centers for empathy—can it be done?

There is something that even the most customer-centric companies can’t change or control: the angry or…

Could an ancient practice return humanity to the workplace? Article

Could an ancient practice return humanity to the workplace?

In times of social distancing, we’re reminded of the value of community that we may often…

Vend’s Talei Wood: On rising up and bringing others along with her Article

Vend’s Talei Wood: On rising up and bringing others along with her

As we did last year, we’re extending International Women’s Day throughout the month of March to…

Article

Collect them all—team stickers

Celebrate your support agents’ superpowers by looking for ways as a community to notice their gifts…

How retail is changing, from the women leading the charge Article

How retail is changing, from the women leading the charge

Women drive the majority of consumer spending in the United States. It sounds empowering, and, perhaps…

Taking big swings is in leader Sangeetha Rai’s DNA Article

Taking big swings is in leader Sangeetha Rai’s DNA

As we did last year, we’re extending International Women’s Day throughout the month of March to…

Flying without a map: Nicole France on charting her course as an analyst Article

Flying without a map: Nicole France on charting her course as an analyst

As we did last year, we’re extending International Women’s Day throughout the month of March to…

On the ground in Miami with our customer community Article

On the ground in Miami with our customer community

It’s a Tuesday morning in Miami. I should be stressed. I should be preparing for the…

Startup Central: How customers can be your way into YC Article

Startup Central: How customers can be your way into YC

Lessons from a YC partner on how customers can help you stand out.

4 things you can do to practice empathy at work Article

4 things you can do to practice empathy at work

Is empathy the new ambition? It seems like it. Spend even a few minutes in leadership…

Can burnout actually be good for you? Article

Can burnout actually be good for you?

Health and wellness consultant Jenny Dempsey believes it can. In fact, she credits burnout for leading…

3 reasons why time tracking software saves more than time Article

3 reasons why time tracking software saves more than time

Some executives may overlook implementing time tracking software in their companies. They may want to avoid…

The incomparable value of community moderators Article

The incomparable value of community moderators

Central to any digital or online community is its community of moderators. Whether a moderator’s role…

How an automation-first strategy delivers better human support Article

How an automation-first strategy delivers better human support

The rumors of a war between live support and automation have been greatly exaggerated. There’s a…

Strategies for leading others through continual change at work Article

Strategies for leading others through continual change at work

The movie Groundhog Day provides a helpful kind of mantra for Dana Otto, senior manager of…