Sat.Apr 17, 2021

Interview: Kate Nightingale of Style Psychology

Heart of the Customer

Heart of the Customer’s Jim Tincher sat down with Style Psychology Founder and CEO Kate Nightingale recently, to discuss the role of emotions in the customer experience. But it’s 2021, so of course “sat down with” means “met on Zoom.”) Below is a lightly edited transcript of that conversation.

Video 93

The 10 Most Effective Ways to Influence Your Customer Behavior

Beyond Philosophy

New Podcast Series: The 10 Most Effective Ways to Influence Your Customer Behavior. This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise.


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Designing the future of work: 3 steps to improve the digital workspace experience


Organizations that design digital workspace experiences with employees at the forefront will outpace those who simply allow for remote or hybrid work. Here’s how your organization can get ahead.

Tools 26

Why agile workforces are key for good CX – and how to build them


In contact centers, agility is a critical quality. A truly agile workforce can flex around changing contexts and customer demand. But how do contact center leaders build empowered, agile teams?

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Want to improve customer experience? Improve the agent experience first


Happy contact center agents mean happy customers. But investment in agents doesn’t just improve CSAT – it also cuts the cost of employee attrition, and builds a pipeline of expert talent.

Work futurist Andrea Robb: ‘growth starts with belonging’


As part of our Breakthrough Builders podcast series , our Head of Brand Strategy, Jesse Purewal, chats with Andrea Robb, HR Consultant and Work Futurist, about belonging, the percentage of people who can state their personal purpose, and “the clues” approach to discovering your own passion.