Customer relationships

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Holiday 2020: 3 trends for retailers this season

The most wonderful time of the year will look a bit different in 2020. The holidays…

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3 organizations on fostering long-term customer relationships Article

3 organizations on fostering long-term customer relationships

Staying connected to customers has always been important, but maintaining a connection that’s exclusively digital is…

Becoming indispensable—a company that your customers can’t live without Article

Becoming indispensable—a company that your customers can’t live without

James M. Kerr called his newest book Indispensable: How to Build and Lead a Company Customers…

Small but mighty: Booksellers adapt to meet customer demand Article

Small but mighty: Booksellers adapt to meet customer demand

You could say that books are having a moment right now. With more people looking for…

Connecting your CX and marketing strategy Article

Connecting your CX and marketing strategy

There’s more to a brand than its latest advertising campaign and tagline. It’s also how you…

4 companies talk CX, changing course, and managing expectations Article

4 companies talk CX, changing course, and managing expectations

Despite best intentions, describing the state of the world right now as “the new normal” doesn’t…

6 companies tackling social justice and inspiring customers Article

6 companies tackling social justice and inspiring customers

As many as 70 percent of consumers want brands to take a stand on social and…

Design in Health helps solve for a better patient experience, from testing sites to nursing homes Article

Design in Health helps solve for a better patient experience, from testing sites to nursing homes

Before COVID-19, Design Institute for Health (DIH) at the University of Texas was already reimagining healthcare…

More context leads to better chatbots—and better conversation Article

More context leads to better chatbots—and better conversation

We’ve all been there. Bounced around to different departments, put on hold, shifted from agent to…