Most companies fail to deliver the empathy customers want, and that failure is costing them loyalty and growth. A global ...

“Leading with the customer in mind” sounds intuitive. You’d think it would be ubiquitous. But amid the day-to-day hustle of contemporary business, leading with a true customer-first ethos—leading with ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

As a leader whose company serves other businesses, sometimes you find yourself in a tricky situation when trying to make a sale or close a deal. Your current or prospective customer doesn’t want to ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

Understanding how to leverage technology without losing sight of individual customer needs and experiences can differentiate a company in a crowded marketplace and ...

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...

Two key ingredients enable innovation to have a transformative impact: cultural understanding combined with a strong gut ...

In a viral video, a TikToker called out customers who treat service workers with an entitled attitude, urging everyone to do time in a service industry job to build empathy. The clip starts off with a ...

Artificially locking customers in may feel profitable today, but it’s a fragile bond in the face of shifting economic needs ...

At the ETBrandEquity CX + Summit 2025, leaders debated if CEOs should be Chief Experience Officers. They emphasised that ...