No matter how good our intentions, if something lands poorly with customers, we need to start there. I believe in using data-driven and qualitative means to fully evaluate and assess feedback so we ...

Apollo.io reports that effective cold emails should be personalized, relevant, and value-driven, aiming for quality responses ...

Breaking the ice with new people can be tough. Often times we overthink about what to say, freeze, or even hide behind our ...

But a study of more than 75,000 people interacting with contact-center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really ...

Leaders are repeating the mistakes of the digital transformation era by funding scattered pilots that don’t connect to real business value. Sign up for HBR Executive Agenda - for insights you need to ...