March 26, 2015
People & Culture

How to Be Happier at Your Next Job

The Difference Between Eudaimonic & Hedonic Happiness Is The Key

Whether we’re conscious of it or not, there are certain characteristics that we typically prioritize when we’re looking for our ideal job. These often include a good salary, generous perks and benefits, a position at a well-respected company, and perhaps even a prestigious role or title. But as it turns out, these priorities can lead …

Alexandra Russell
March 12, 2015
People & Culture

Why it’s okay to ignore your boss

Your ability to be self-sufficient may be the best way to get your boss’s attention

Originally published on on March 1, 2015 The excitement of getting a new job: is it even possible to accurately describe this feeling? You feel accomplished and, more importantly, special. And you should. You’re eager about your new role and your new company — maybe you’re starting a more senior position or finally landed …

David Reese
March 10, 2015
Customer Experience

The Impact of Wearables on Customer Experience

"Friction Free" Comes to the Offline World

Patent disputes aside, Amazon’s 1-Click is emblematic of one of the most important customer experience paradigms: that creating a path of least resistance for customers is essential. This is obviously true for online experiences, where bottom lines can be drastically affected by mere milliseconds. Every little bit of friction can be measured in lost dollars. …

The Medallia Team
March 2, 2015
Customer Experience

Failure in B2B — Not with a Bang, but a Whimper

PLUS: Download the First Two Chapters of the Waypoint Group's "Failure Sucks!"

Failure isn’t pretty. From Motorola’s Iridium to Google Wave, business history is full of stories of huge, successful companies making some pretty bad decisions. Decisions that lead to big, fiery, costly, and public failures. Fingers are pointed, shareholders grumble, and some companies even go out of business. Sure, you’ve got to fail fast to innovate. …

Steve Bernstein
February 26, 2015
Customer Experience

Win the Transaction, but Lose the Journey: Are You Focusing on What Matters Most in CX?

A Guest Post from McKinsey & Company Partner, Kevin Neher

(Sign up to the right to watch a webinar with Kevin on this topic). A track team competed in the 4×400. Each runner on their team had the fastest lap of their respective group, but they still lost the race. What happened? They struggled with all the hand-offs. It’s a simple metaphor, but it’s useful in demonstrating …

Kevin Neher
February 17, 2015
Customer Experience

Why Honesty Really is the Best Policy, Even in Business

Being Open About Challenges Can Win Over Even the Toughest Critics

Originally published on Fast Company on February 13th, 2015 Show me someone who isn’t facing challenges of one kind or another at work, and I’ll show you someone who is lacking in self-awareness. It’s a situation that, at one time or another, we all have to face—whether we’re at the frontline of an organization or …

Ken Fine