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.
This fast-growing and popular blog provides insights, observations and tips on customer service trends and topics.
This compilation of customer experience and contact center statistics summarizes important research for customer service professionals.
Well-researched and insightful, these articles provide guidance on the essentials of building an effective customer service ecosystem.
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.