Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories Page 2
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…
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…
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…
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…
Article The symbiosis between leaders and managers
The conventional understanding of the difference between leaders and managers held that a leader is a…
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…
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
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…
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”…
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…
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,…
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;…
Article 4 companies talk CX, changing course, and managing expectations
Despite best intentions, describing the state of the world right now as “the new normal” doesn’t…
Article From 3 years to 8 weeks—digital transformation is speeding up
“We used to talk about a burning platform,” said Scott Engler, VP of Advisory for CFO/CHRO…
Article The sweet sound(s) of productivity
We’ve all been there. You’re trying to do some deep work and there’s something going on…
Article 6 companies tackling social justice and inspiring customers
As many as 70 percent of consumers want brands to take a stand on social and…
Article How to ask for a mental health day from work—because we all need one
The day is coming when employees will be shocked to learn that their predecessors couldn’t just…
Article Design in Health helps solve for a better patient experience, from testing sites to nursing homes
Before COVID-19, Design Institute for Health (DIH) at the University of Texas was already reimagining healthcare…
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…
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…