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
5 min read
Best PracticesThe Dramatic Effect of Sleep on Employee (and Employer) PerformanceIn the U.S., the glorification of long work hours, early starts, and “optimizing sleep” is approaching fetishism. Rampaging through life with minimal sleep is impressive ...5 min read
Customer ExperienceThe Importance of Omnichannel Consistency in Customer ExperienceA customer experience that is consistent across all channels has been shown to lead to an increase in loyal brand ambassadors, positive product reviews, and ...5 min read
Employee EngagementWorkplace Stress: Signs You Need to “Step Back” and How to Do ItThe typical image of stress is someone working at 100 mph — putting out fires, fulfilling obscene demands, long hours, and the constant pressure of ...4 min read
Customer ExperienceCan We Measure the ROI of Improved Customer Experience?As many as half of CX leaders are not properly able to quantify the impact of customer experience on crucial business metrics like revenue or ...5 min read
Employee EngagementFeedforward, Not FeedbackThere’s a new buzzword making the rounds within business development circles: feedforward. It’s a relatively new approach which flips the traditional performance review model on its ...4 min read
Employee EngagementHow Can Financial Services Firms Better Protect Employee Mental Health?The finance sector is renowned for its brutal hours, challenging lifestyle, and the enormous compensation that comes with it. In recent years, it has also ...5 min read
Best PracticesHow Customer-Led Product Improvement Can Supercharge Your BusinessIt’s common for business owners to feel like they need to have all the answers. They alone bear the responsibility for innovation, ideation, and uncovering ...4 min read
Employee EngagementBalancing the Conversation for EX: How to Speak to Employees in “The New Normal”Over the past 15 months, employees have lived with anxiety, stress, and even fear. Many have had careers balancing on a knife edge, with their ...4 min read
Customer ExperienceBalancing the Conversation for CX: How to Speak to Customers in “The New Normal”There was a period over the past year where companies weren’t sure if they should market and sell to customers at all. Is it insensitive? ...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 ...