Culture

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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

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.

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,…

Article
9 min read

9 best forum software for building an online community in 2024

Choose the right forum software for your business to create a successful online community and boost customer engagement.

Article
6 min read

What is relationship marketing? A guide for 2023

The differences between customer relationship marketing and customer relationship management can be confusing. Learn the definition of each in this post!

Article
7 min read

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…

Article
4 min read

Do you need a customer service BPO?

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

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5 min read

13 strategies for becoming a customer-driven company

Most business leaders understand that focusing on customer needs plays a key role in whether a…

Article
11 min read

4 ways customer support agents can make a career pivot

Recently, while watching old episodes of The Office, I was reminded of the root basis of…

Article
11 min read

Icebreaker alternatives for people who hate icebreakers

“Today is all about getting to know each other, building relationships, and finding out even more…

Article
8 min read

The startup spouse: a view from the other side of bed

Over half a million people become entrepreneurs in the United States each month. That’s a lot…

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4 min read

Hold the line—your new hold music has arrived

There are plenty of places to get high-quality on hold music for cheap—or even free.

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5 min read

Say it with an emoji. Yes, even at work.

Whether or not you it, modern communication often involves emojis or their predecessor, emoticons. They’ve even…

Article
7 min read

Welcome to the wonder of the West Coast work culture

Out west, where the sun is unafraid to make itself known, weekends are consumed with outdoor…

Article
9 min read

What comes next? How to overcome professional failure and career setbacks.

So, you just got fired from your job. Or you’ve been doing your own thing, but…

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7 min read

Empathy and humanistic design are customer service game changers

Airports are a petri dish for the worst customer service blunders.

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8 min read

12 funniest customer service scenes in film and television

Bad customer service—when you’re not at its mercy—can be pretty funny. We’ve all been there, so…