Jake Burgess
Jake is the words and grammar guy. Before putting pen to paper, Jake likes to walk a few miles in his audience’s shoes: he has now amassed an extensive collection including flip flops, soccer cleats, and stilettos.
Jake Burgess's Articles
4 min read
Customer Experience5 Customer Experience Lessons We Can Take From 2020It’s easy to think that the average consumer has radically changed over the past 12 months. Because twice as many people are buying online now ...5 min read
Employee EngagementWhat ‘Having Empathy’ Looks Like for the Companies Doing it Right“Empathy is being concerned about the human being, not just their output.” - Simon Sinek From the mid-1970s, economic philosophy in the west changed. Business ...5 min read
Customer ExperienceUsing Technology to Improve CX—Without Losing the Human TouchIn the world of customer experience, a neutral interaction is worth as little as a negative one. Companies are trying every trick in the book ...4 min read
Customer ExperienceHow Legacy CX Metrics May Be Ruining Your Customer ExperienceCompanies rely on metrics to explain how well their customer service is performing. In theory, this orients the whole company—from product developers to HR to ...4 min read
Best PracticesTop Tips for Addressing Challenges in a Year-End Staff ReviewAs we continue our series on year-end clear-up projects, we turn our attention to our most important resources: our team members. While a staff review ...5 min read
Customer ExperienceFive Ways to Adapt to a Christmas in LockdownWhile many of us have up Christmas trees and other holiday decorations already, recent headlines have us all wondering what the holiday season will look ...5 min read
Best PracticesTen Things to Consider in Your End of Year Tool EvaluationDetermining the quality of tools used in your business—whether that is software, apps, or anything in between—can often be a head-scratching endeavor. Quality is by ...5 min read
Employee EngagementHow to Manage Inefficiency with Remote WorkersIt’s important to tackle inefficiency in any work environment. If not corrected, it can quickly lead to irreversible business difficulties. But for businesses that transitioned ...4 min read
Customer ExperienceHow the Coronavirus Crisis is Impacting the Rise of Online BusinessOver the spring months of 2020, the world faced an unparalleled crisis. The coronavirus pandemic made a huge impact on everyone’s lives, in more ways ...4 min read
GeneralHow Has Technology Affected Social Interaction?The world is becoming increasingly digital. We do our shopping online, build our businesses online, spend our downtime online, and even make life-long friends online. ...