Customer relationships

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More context leads to better chatbots—and better conversation Article

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…

Why empathy has moved from buzzword to business necessity Article

Why empathy has moved from buzzword to business necessity

It used to be that brands were built on strength. If your product was better or…

Stop for a CX moment—3 companies taking a human approach Article

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…

Reimagining the future of retail Article

Reimagining the future of retail

Virtual Reality and Augmented Reality have been creeping into retail for years, but COVID-19 has thrown…

How to connect with your silent customers Article

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…

Zappos’ ‘Customer Service for Anything’ is a very human experience Article

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.…

Stop for a CX moment—actionable advice from industry leaders Article

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…

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…

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…

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…

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…

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…

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…

Soothing consumer anxieties with ‘calm commerce’—a rising trend in retail Article

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…

Striking the right balance as chief customer officer Article

Striking the right balance as chief customer officer

According to the Chief Customer Officer (CCO) Council website, the first Chief Customer Officer was hired…

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…