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Mary Kearl

Mary Kearl

Contributing Writer

A graduate of NYU with a BA in journalism and Baruch College Zicklin School of Business with an MBA in marketing, Mary Kearl is a writer and digital marketer professional whose work has been published by Business Insider, Forbes, and more. When she's not writing about the latest in customer and employee experiences and engagement, you will most likely find her at the beach.

Woman sitting on a couch and reading a book
Jun 02, 2023
Employee Experience

Best Employee Experience Books to Read in 2023

Best Employee Experience Books to Read in 2023

Transform your workplace with the best employee experience books to discover strategies to enhance engagement, productivity, and attract top talent.

Transform your workplace with the best employee experience books to discover strategies to enhance engagement, productivity, and attract top talent.
A professional reading a book
May 23, 2023
Digital Experience

Best Digital Experience Books to Read in 2023

Best Digital Experience Books to Read in 2023

Anywhere you contribute to the customer journey across digital channels, here are the best digital experience books to add to your reading list.

Anywhere you contribute to the customer journey across digital channels, here are the best digital experience books to add to your reading list.
Two small business owners lean over a laptop in a flower shop
May 05, 2023
Digital Experience

Website & Mobile App Experiences: What You Need to Improve Digital Channels

Website & Mobile App Experiences: What You Need to Improve Digital Channels

Customers prefer to interact with their favorite brands through digital channels — here’s how to improve digital experience across websites and mobile apps.

Customers prefer to interact with their favorite brands through digital channels — here’s how to improve digital experience across websites and mobile apps.
Senior managers in an office talking about their new customer experience strategy
Apr 14, 2023
Customer Experience

5 Ways to Upgrade Your Customer Experience Strategy

5 Ways to Upgrade Your Customer Experience Strategy

Not all CX strategies are created equal — take these five steps to improve your customer experience strategy for maximum impact.

Not all CX strategies are created equal — take these five steps to improve your customer experience strategy for maximum impact.
Contact center agents communicating with customers via phone call and trying to meet customer service expectations
Apr 12, 2023
Contact Center

6 Tips for Meeting Customer Service Expectations

6 Tips for Meeting Customer Service Expectations

Consumer expectations for customer service and the contact center are evolving — here’s what teams need to do to meet today’s customer service expectations.

Consumer expectations for customer service and the contact center are evolving — here’s what teams need to do to meet today’s customer service expectations.
Woman checks her phone while carrying packages
Apr 10, 2023
Customer Experience

Why Every Business Needs to Recognize Customer Experience is a Top Priority

Why Every Business Needs to Recognize Customer Experience is a Top Priority

What’s the importance of customer experience? CX is all about creating happy, satisfied customers who continue to engage with a brand and recommend its products or services to others.

What’s the importance of customer experience? CX is all about creating happy, satisfied customers who continue to engage with a brand and recommend its products or services to others.
An older woman looking at her credit card while browsing the web
Apr 06, 2023
Digital Experience

7 Reasons Why You Need a Digital Customer Experience Strategy

7 Reasons Why You Need a Digital Customer Experience Strategy

A digital customer experience strategy is foundational for supporting overall customer experience through channels where consumers spend most of their time — online, on websites and mobile apps.

A digital customer experience strategy is foundational for supporting overall customer experience through channels where consumers spend most of their time — online, on websites and mobile apps.
Three team members looking at a social listening dashboard
Apr 04, 2023
Customer Experience

10 Tips for Building a Social Listening Strategy

10 Tips for Building a Social Listening Strategy

Building a social listening strategy? Here’s how to accomplish it with tips ensuring your brand keeps a pulse on what customers say and how they feel.

Building a social listening strategy? Here’s how to accomplish it with tips ensuring your brand keeps a pulse on what customers say and how they feel.
Customer service agent works on a computer
Mar 31, 2023
Contact Center

15 Customer Service Trends in 2023 You Didn’t Know Until Now

15 Customer Service Trends in 2023 You Didn’t Know Until Now

The top customer service trends in 2023 that leaders in the contact center and throughout an organization need to know about.

The top customer service trends in 2023 that leaders in the contact center and throughout an organization need to know about.
Woman stares at laptop in frustration.
Mar 29, 2023
Customer Experience

Types of Customer Feedback: Direct & Indirect Feedback Signals to Understand Customers

Types of Customer Feedback: Direct & Indirect Feedback Signals to Understand Customers

Direct and indirect signals are two types of customer feedback that help businesses understand customers, meet their needs, and drive customer satisfaction, loyalty, and retention, along with overall business performance.

Direct and indirect signals are two types of customer feedback that help businesses understand customers, meet their needs, and drive customer satisfaction, loyalty, and retention, along with overall business performance.