the empathy lab
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How to Craft a sense of Belonging in an Increasingly Digital World
One of the CX challenges we’ve emphasized and explored at my own startup is how to compensate for the loss of the tactile, physical expressions…
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Handling Customer Discontent: Don’t Let the Crickets chirp
In July, I went on a 2-day “Quilter’s Road Rally” on a charter bus with 49 other women from Richmond, Virginia. We skittered up the…
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Rethinking Social Media: From Calendar-Led to Purpose-Led Posting
Social media is hard for me. I find it utterly poisonous. The FOMO, envy, and insufficiency I felt while surfing Instagram during my first maternity…
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When Should Your Brand Speak Up? Navigating Social Issues as an Organization
In an era of heightened social consciousness, companies face a critical decision: to speak out or remain silent on divisive issues. When should your company…
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Carly Buxton, PhD 