Customer Experience

The 5 Biggest CX Disruptors in the Digital Era and Their Impact on Customer Loyalty

Want more customers -- and more loyal customers? Of course. Customer experience (CX) in comp...

Gordon Polovin

May 8, 2023 | 11 MIN READ

Customer Experience

Technology

Using Technology to Improve CX—Without Losing the Human Touch

In the world of customer experience, a neutral interaction is worth as little as a negative one...

Jake Burgess

June 8, 2023 | 6 MIN READ

Customer Experience

Market Research

How to Solicit Customer Feedback

Just as no man is an island, no business can go it alone. You may have the greatest product or ...

Jenn Goddu

July 2, 2026 | 7 MIN READ

Best Practices

Employee Engagement

A Work Culture that Works: The Diversity Advantage

Creating a workspace that is inspiring, engaging, and productive remains a critical challenge f...

Disha Sanghvi

April 15, 2026 | 5 MIN READ

Customer Experience

Why Video Customer Service Will Boom in 2021

A lot has changed over the past year, not least the ways in which we communicate. Since the ...

Chris Thomas

June 3, 2023 | 4 MIN READ

Employee Engagement

Emotional Intelligence Leadership: 6 Tips

To use the movie trailer phrase, "In a world where..." context is critical. Emotional intellige...

Jenn Goddu

May 26, 2026 | 5 MIN READ

Employee Engagement

Employee Feedback: Examples to Boost Company Culture and ROI

What is employee feedback? Employee retention is a foundation stone of a healthy ROI. Hiring, ...

Gordon Polovin

April 24, 2025 | 9 MIN READ

Employee Engagement

General

Emotional Intelligence Can Be Learned

The global pandemic has tested the best of us. No matter where we work, or at what level, we’...

Jenn Goddu

January 26, 2024 | 5 MIN READ

Best Practices

General

How to Analyze Survey Data

So you've conducted surveys and followed all the rules. The questions were good, and the respon...

Gordon Polovin

June 3, 2023 | 8 MIN READ

Employee Engagement

General

Emotional Intelligence in Leadership: Why EQ Matters Today

Our understanding of emotional intelligence is 30 years old. The question now is, "What is the ...

Jenn Goddu

July 2, 2026 | 11 MIN READ