When Scarlett hung up the phone, she was close to tears. Even more unexpectedly, so was the customer service representative on the other end. How did a seemingly simple inquiry end in two people so frustrated they were on the verge of a breakdown?

I was sitting in on a conversation between a continuous improvement manager and the operations manager the other day.

What tools should data analysts have in their toolbox? It’s a broad question and one with diverging views. So, I am delighted to welcome back a guest blogger who doesn’t shy away from controversy.

Good salespersonship is a species of street smarts. It’s about quickly sizing up your customers and pitching your wares in terms that reverberate with their unspoken needs and desires.

The food industry is evolving rapidly, with consumers demanding quality, authenticity, and transparency from food manufacturers.

Editor’s note: Read episode two in the Respect for People series here.

I write about organizational culture and core values quite often.

Manufacturers face constant challenges of rising expectations as customers and regulators demand better quality and greater traceability throughout the supply chain.

Being a customer experience (CX) professional is hard enough; misinformation just makes our work more challenging. Misinformation or confusing information by a person with a ton of followers and a ton of influence makes our work even more challenging.

You’re listening to customers. You’re combining their feedback with those bread crumbs of data that they leave with every transaction and interaction with your brand.