Culture

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

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The Magnolia method: Scaling authenticity in customer service Article

The Magnolia method: Scaling authenticity in customer service

You don’t have to be the “Target Lady” to appreciate an occasional chin wag with customers.…

The vast unexplored possibility of data visualization Article

The vast unexplored possibility of data visualization

When scientists began working with artist Francesca Samsel in order to visualize things like how deep…

Can science fix bad meetings? Article

Can science fix bad meetings?

Editor’s note: So much great business advice, so little time to read. That’s why each month…

Why smart, predictive CX experiences depend on hybrid workforces Article

Why smart, predictive CX experiences depend on hybrid workforces

Last year saw hybrid workforces—a blend of humans and artificial intelligence—grow in popularity, especially within certain…

Support leader or data analyst? Why data analysis is an essential CX skill Article

Support leader or data analyst? Why data analysis is an essential CX skill

Fancy Mills is the group training and content director for the International Customer Management Institute (ICMI).…

How augmented reality could change customer service Article

How augmented reality could change customer service

Back in 1988, former professional wrestler “Rowdy” Roddy Piper starred in John Carpenter’s soon-to-be-cult-classic They Live,…

How not to be an asshole when you quit your job Article

How not to be an asshole when you quit your job

As far as this author knows, these are the three scenarios when leaving a company that…

3 simple steps to inbox zero Article

3 simple steps to inbox zero

Email: the modern day panacea for office communication, sharing funny memes with friends, and those “did…

Cold at work? Why it’s time to turn up the heat on conversations around workplace norms Article

Cold at work? Why it’s time to turn up the heat on conversations around workplace norms

For many adults, “9 to 5” is more than just a Dolly Parton smash hit—it’s their…

Building teams, choosing joy, and getting personal: Meet Beth Held Article

Building teams, choosing joy, and getting personal: Meet Beth Held

Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…

No Hard Feelings takes on managing emotions at work Article

No Hard Feelings takes on managing emotions at work

Editor’s note: So much great business advice, so little time to read. That’s why each month…

The evolving role of the CIO Article

The evolving role of the CIO

The head of IT used to be an isolated person, speaking a language no one spoke,…

Lead with trust: advice from Shopify’s Marcie Murray Article

Lead with trust: advice from Shopify’s Marcie Murray

Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…

Want to provide great retail CX? Start with your employees Article

Want to provide great retail CX? Start with your employees

It’s a tale as old as internet time. A customer walks into a store having researched…

Squarespace’s Jessica O’Connell on customer support as brand ambassadors Article

Squarespace’s Jessica O’Connell on customer support as brand ambassadors

Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…

Informal leadership: Be the person at work that others look up to Article

Informal leadership: Be the person at work that others look up to

Recently I was talking with a friend about his work situation. He’d worked with the same…

Dos and don’ts for marketing with memes Article

Dos and don’ts for marketing with memes

As ubiquitous as the devices we share them on, memes are here to stay—whether or not…

A strategy for using support data to create marketing content that works Article

A strategy for using support data to create marketing content that works

The terms content and marketing go hand-in-hand, which is why, for many businesses, content can feel…

Is it time for your startup to form a customer advisory board? Article

Is it time for your startup to form a customer advisory board?

A customer advisory board (CAB) is a highly specific animal, with a focused, strategic reason for…

How Not to Give a F*ck—the book that dares you to pick it up Article

How Not to Give a F*ck—the book that dares you to pick it up

Editor’s note: So much great business advice, so little time to read. That’s why each month…