Customer Experience

Survey overload: Companies are inundating customers with endless surveys—and getting worse insights
Retail

Survey overload: Companies are inundating customers with endless surveys—and getting worse insights

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December 28, 2025
Pam Catlett
Conferences

This exec says resisting FOMO is a major challenge in the AI age: ‘Stay focused on the human being’

By
October 16, 2025
Lyft CEO David Risher
Success

Lyft CEO uses a Jeff Bezos-inspired interview question to suss out potential new hires: ‘Customers are fickle, so you’ve got to innovate on their behalf every day’

By
September 29, 2025
Ganesh Ayyar, President, Intuitive Operations and Automation, Cognizant
Conferences

Cognizant executive weighs in on how AI will shift company culture

By
June 12, 2025
Lyft's CEO David Risher
Leadership

Lyft CEO says he swears by ‘falcon mode’ leadership to fight off the ‘enshittification’ of his company

By
May 2, 2025
Delta’s secret trading card program has a new design for its 100th anniversary—but you’ll need to ask your pilot to get one
Retail

Delta’s secret trading card program has a new design for its 100th anniversary—but you’ll need to ask your pilot to get one

By
March 27, 2025
Free refills and handwritten names on cups: Everything old is new again at Starbucks
Finance

Free refills and handwritten names on cups: Everything old is new again at Starbucks

By
January 28, 2025
A Starbucks barista with a concerned look on her face stands behind a register.
Retail

Starbucks barista says his store has a ‘panic button’ behind the counter, but fears it won’t be enough to quell angry customers after open-door policy reversal

By
January 24, 2025
Starbucks needs you to rein in highly customized drink orders — ‘We have some cleanup to do,’ CEO Brian Niccol says
Retail

Starbucks needs you to rein in highly customized drink orders — ‘We have some cleanup to do,’ CEO Brian Niccol says

By
October 31, 2024
The vast majority of Gen Z’s frontline workers are burned out and ready to throw in the towel
Success

The vast majority of Gen Z’s frontline workers are burned out and ready to throw in the towel

By
October 29, 2024
How brands can solve the personalization and privacy paradox
Partner Commentary

How brands can solve the personalization and privacy paradox

By
October 24, 2024
Chipotle CEO says ‘generous portions’ will become standard after people blasted its skimpy serving sizes on social media
Retail

Chipotle CEO says ‘generous portions’ will become standard after people blasted its skimpy serving sizes on social media

By
July 25, 2024
Hyatt Hotels CEO Mark Hoplamazian
Leadership

Why Hyatt’s CEO thinks ‘seeing around corners’ is a futile effort for leaders: ‘Spend less time trying to do scenario planning’

By
June 21, 2024
Ben Granger, Chief Workplace Psychologist for Qualtrics.
Newsletters

Qualtrics’ ‘chief workplace psychologist’ on how to address employee burnout

By
June 18, 2024
Customer on phone app in front of Amazon logo.
Newsletters

Amazon customer service workers are scared AI will replace them—and they’re not alone

By
June 11, 2024

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