Stay up to date with the latest customer experience thought leadership from our members
Delivery Gone Wrong: 4 Steps to Improve the Same-Day Delivery Experience
As a New Yorker, I live on same-day delivery services. Groceries, Thai food, Roman-style gnocchi with a litre of Negroni, laundry… you name it; we have a delivery for it. With the abundance of options here, I’ve grown accustomed to the speed and convenience – and the excellent customer service from our local stores continuously raises my expectations. So, when I ordered pet supplies a couple of weeks ago from a national chain store, I expected a great experience. What happened was one of the most bizarre customer experiences I’ve had…
Member Spotlight: Maria McCann
Celebrating Pride and championing the importance of diversity, equity, and inclusion year-round, we spoke to Maria McCann, the Co-Founder of Neos Wave, about the moments that shaped the woman she is today, what Pride means to her, and the importance of promoting inclusion beyond one worthy cause or occasion.
Member Spotlight: Amanda Riches
Celebrating Pride and championing the importance of diversity, equity, and inclusion year-round, we spoke to Amanda Riches, the Head of CX and EX Consulting at Medallia, about a challenge that shaped the woman she is today, what Pride means to her, and her personal mission to rid the world of ‘energy-sapping’ experiences.
Beyond the Rainbow: Elevating LGBTQ+ Customer and Employee Experiences
According to a 2022 GLAAD study, 70% of LGBTQ+ individuals faced unjust treatment and discrimination, a rise of 24% from 2020. The figure was even higher for BIPOC members of the LGBTQ+ community, with 61% reporting micro or macro aggression discrimination in the past two years.
Empathy as a Superpower: 4 Steps to Getting It Right
Communicating with empathy has always been key to deeper engagement with customers, but now it is table stakes. Empathy can be a superpower for strengthening customer relationships – but how do you know if you’re doing it right?
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