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, openly or privately. They can ignite social media firestorms with a single click on a smartphone. The risk only grows in complexity when employees can get burned out and lose faith in your brand. Understanding why is a solid step toward getting in front of the problems. Here are five recent peer-reviewed scholarly studies on the stormy side of

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

Collecting customer feedback has become a mainstay for companies that want to reap the benefits of customer-centricity. There are now more ways and more tools to collect customer feedback than ever before! But one of the biggest mistakes many organizations make is assuming that customers should just know—without the benefit of your communication—what you are doing with their feedback. Feedback can be rich with ideas for: Business development. Managing business and operational

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

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...

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...

This post is sponsored by Pegasystems. Digital transformation is no longer a subject on the periphery for customer experience...

Gene Sutch knows not everyone who took a travel hiatus during the pandemic is ready to get back to flying. “But we’re here for customers...