Why it works:The issue of women and non-binary people’s safety using rideshare services is serious. But by centering the experiences of women and non-binary drivers and passengers, Lyft was able to approach the topic with relatability, optimism and care. Frontline employee content enables brands...
When customers reach out with a question or issue, they often expect (and sometimes demand) real-time responses. This leads CX agents to feel more stressed than the average knowledge worker when communication does break down. Nearly two-thirds of CX workers (64%) say that poor communication i...
Through these experiences the safety managers learned that there was a broad body of law that applied to them, of which only a fraction gets inspected and which is largely left unenforced. Even when enforcement agents do issue a formal warning or notice—to rectify a particular violation, for ...