Customer relationships

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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,…

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…

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…

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…

The role accents play in customer service Article

The role accents play in customer service

If you haven’t yet seen Sorry to Bother You, it artistically and absurdly illustrates the very…

Survey reveals that the agent experience should drive tool adoption Article

Survey reveals that the agent experience should drive tool adoption

In the past 3-to-5 years, customer service leaders added an average of 8.6 tools to help…

From geniuses to ninjas—why companies are branding their support teams Article

From geniuses to ninjas—why companies are branding their support teams

It’s Saturday. I walk up to the bar feeling cool and confident, but also anxious. Not…

If you want customers to trust you, trust your agents to make them happy Article

If you want customers to trust you, trust your agents to make them happy

Maybe I just caught him on a bad day, but John Tschohl, an expert on customer…

Customer service in the sharing economy: a delicate balance Article

Customer service in the sharing economy: a delicate balance

The sharing economy is a whole new beast. This is the economy by which people use…

Tackling difficult topics head on: A conversation with Amy Gallo Article

Tackling difficult topics head on: A conversation with Amy Gallo

The author of the HBR Guide to Dealing with Conflict and a contributing editor at Harvard…

Jenny Dempsey teaches that your health is a unique ecosystem all your own Article

Jenny Dempsey teaches that your health is a unique ecosystem all your own

How many health and wellness listicles have you favorited? You know, those stories like: “5 foods…

The Empathy Economy: Care, so your customers will too Article

The Empathy Economy: Care, so your customers will too

I probably don’t need to tell you this, but trust is in short supply these days.…

From the field: Customer service skills you need today Article

From the field: Customer service skills you need today

If you’ve spent any time job searching in the last couple years, you may have noticed…

Take it from Zappos—holiday hiring is everything Article

Take it from Zappos—holiday hiring is everything

Though it’s only September, many companies are already deep into preparation for the upcoming holiday season.…