Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
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Article
6 min read
Why tech leaders must focus on both the customer and employee experience
Colleen Berube, CIO and SVP of Operations at Zendesk, had been on the job a little…
Article
8 min read
What is customer-facing? Everything you need to know about customer-facing roles
Learn about customer-facing roles, what kind of people do well in them, and how to improve your own customer-facing skills.
Article
7 min read
Customer onboarding guide for 2021: Purpose, examples, and best practices
Getting customer onboarding right is critical to long-term retention. Here's how to build your business’ onboarding strategy.
Article
5 min read
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
9 min read
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
9 min read
Customer orientation: definition, examples & skills
If you want customers to be loyal to you, you have to start putting them first.
Article
15 min read
The reality of uncertainty: Tim Crawford on how CIOs are thinking about the ‘next normal’.
A few months in to what remains a very strange way of living, we know a little bit about how the virus operates, but far from enough.
Article
12 min read
Consumer trends during The Great Reset: How do we want to move forward?
As governments and businesses talk about how to open after shelter-in-place orders, there’s a lot to…
Article
12 min read
12 customer retention strategies you can copy
Retaining customers during times of prosperity as well as uncertainty starts with incorporating a set of skills and strategies to reduce customer churn and build loyalty.
Article
13 min read
How to calculate customer churn rate
When evaluated alongside a company’s other key metrics, a company’s churn rate is a powerful way to assess what a business is doing well, and where it needs to improve
Article
8 min read
11 email etiquette tips for better customer emails
Make sure your message is well-received by your customers with these tips
Article
7 min read
Three ways in which retailers can prepare for the road ahead
‘People used to go to the mall for fun? That’s weird.’ This was from my daughter,…
Article
11 min read
By 2035, analysts expect a primarily digital society.
"Digital is changing our entire social contract, the implicit understanding of what our society is based on," said Scott Smith, Director of Webinar Content for Gartner
Article
9 min read
8 cognitive biases that affect how you manage your team
Managers are expected to make split-second decisions, day in and day out, tracking who is working…
Article
9 min read
The future employee experience is personalized
I recently wrote a piece about sensory customer experiences for Relate where I imagined how software could create sensory work experiences that included music, visual environments and even aromatherapy
Article
6 min read
What is service recovery? 6 strategies and steps for success
Don’t let your customer service team miss out on the opportunity to turn every negative interaction into a positive one. Take a look at how a service recovery programme can help
Article
9 min read
Personalisation’s deep data foundations
Data-driven personalisation is the Holy Grail of marketing today. Various studies, mostly sponsored by retail-related organisations,…
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