“Followership is not a term of weakness, but the condition that permits leadership to exist and gives it strength.” -Ira Chaleff, The...

Most of us would prefer to love our customers, but the feeling isn’t always mutual. Customers can be unruly. They can hate your brand,...

By Stephanie Thum, CCXP Show of hands. Who’s setting business priorities for 2022? How the world understands customer and employee...

Too many rules and too much sludge can lead to a host of negative employee and customer experiences. Sludge audits can help attach a...

How are customers and employees really doing right now? What are they saying about their experiences? How are business leaders flexing...

How does innovation change on virtual and hybrid teams? What should leaders do to foster innovation with their teams? Here are my ideas....

Great customer experiences are deliberately designed. The same is true for your employee communication systems. But! The question on this...

It's time to compare notes, friends! What: A Tweetchat hosted by Mitel Co-Hosts: Billie Hartless and Andy Grant of Mitel, and me When:...

So much has changed about customer experience, but some things will never go out of style, like saying thank you to customers and...

We have learned a lot about virtual teams over the past few years. Now we need to understand hybrid teams. Hybrid teams are fluid. Some...

Data breaches, hacks, and leaks have become so ridiculously common that sometimes you can't help but wonder, "Should customers just...

Is it ever possible to have too many communication tools at work? There are a lot of ways to think about this, and opinions can vary. For...

When Wendy Beban and her team got the chance to slash some red tape for the citizens and employees of Auckland, New Zealand, they charged...