Keep Calm and Ask a Human

In this issue:


Employee Issues Move Above the Fold

Perusing the New York Times on a recent morning, I noticed an article about how New York City transit conductors, train operators, and station associates are taking... more »

Friction Burns Customers and Companies

Customers just want their problems solved, with as little friction as possible. And employees play a major role in reducing friction and meeting customer needs. The... more »


What Keeps Employees Engaged?

Satisfactory compensation and paid vacation are enough to retain employees, right?  Not quite. As demands on employees increase in a highly competitive global... more »

Infographic: Employee Values Differ Around the Globe

Engagement and satisfaction are driven by different things, depending on regional cultures and job responsibilities. Around the world, different employees have... more »


Maximize Engagement with Minimum Viable Experiences

We’ve reached the point where creating breakthrough customers experiences has become the primary function of most businesses. No longer are customer experiences... more »

Three Simple Drivers of Employee Engagement

Offering a superior customer experience usually ranks near the top of most brands’ to-do lists. After all, satisfied customers are more likely to bring revenue,... more »

Connect the Workplace with the Customer Experience

What’s in a workplace? For forward-looking organizations, the answer is about more than just providing a space where employees do their jobs. Employee engagement... more »

C-Suite Strategies

Innovation From Within

USAA has grown from humble beginnings almost a century ago, when 25 Army officers met in Texas and agreed to insure each other’s vehicles, into a multifaceted... more »

Case Studies

“Flat” Can Be Good for Business

The very notions may be enough to make some executives uneasy: A loose corporate structure; no internal hierarchy; free rein; employees reporting directly to the CEO,... more »

Industry Insight

P&C Insurance Digital transformation Trends and Best Practices

Digital technology is transforming every aspect of the property and casualty (P&C) insurance industry. Telematics, the sharing economy, big data, digital... more »

Unlock Employee Potential with Data-driven Insight

The key ingredient to any successful business initiative is the people who make it possible. Having employees perform at their best sets companies up to win. This is... more »


The Untapped CX Expertise Right Under Your Nose

Satisfied customers are a brand’s bread and butter, and giving them the best possible experience is a top priority. But some companies may be overlooking a... more »

Culture Shock

Automation is here to stay. Robotics, sensors, artificial intelligence, and cognitive computing are rapidly transforming the job market. Technology trends are leading... more »

Proof Points

Tap Into the Millennial Mindset

Millennials make up 36 percent of today’s workforce, and are expected to reach 46 percent by 2020, according to Gallup. These tech-savvy, highly educatead,... more »

Know Your Role

With a strong U.S. economy and job market, employee engagement should move up to the top of the executive priority list. If employees are engaged, they will be less... more »

Strategy Speaks

Are You Doing All You Can to Engage Your Hourly Workers?

The success of any company’s customer experience strategy depends largely on low- and middle-income hourly workers—the kinds of employees who staff the... more »

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