Resources

Newsletter
Brad’s critically-acclaimed newsletter, The Edge of Service™, is a conversation on the organizations, people, and technologies redefining service delivery. Free, delivered by email.
Blog
This fast-growing and popular blog provides insights, observations and tips on customer service trends and topics.
Statistics
This compilation of customer experience and contact center statistics summarizes important research for customer service professionals.
Articles
Well-researched and insightful, these articles provide guidance on the essentials of building an effective customer service ecosystem.
Podcasts
Brad examines the most significant factors driving customer expectations and services in the new era of customer relationships.
Books / Papers
These practical how-to resources help you put your customer service strategy on the right track and keep your organization running smoothly.
Worksheets
These worksheets provide helpful frameworks for considering customer expectations, metrics and other aspects of customer service.