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Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Monthly Archives: October 2020

October 23, 2020

Keep Your Strategy Current

When a strategy goes out of date, decisions become fragmented and results begin to suffer. Effective leaders know how to develop strategies that don’t go...

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October 16, 2020

Your Organization’s Personality

Motorcycle company Harley Davidson has incredibly loyal customers. Riders join clubs and wear Harley clothes, and some even have Harley tattoos. Many CEOs and chief...

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October 1, 2020

Customer Advocacy: Harnessing Service and Operations

It’s a smart move and highly recommended for any organization to instill the principles of customer advocacy in the customer service and operations functions. Unfortunately...

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Recent Blogs:

  • Be Bold in Doing What’s Right
  • Can agents get work done between customer contacts?
  • 6 Traits of a Customer-Focused Culture
  • Employee Engagement: The Key Driver and 4 More
  • A “safe” CX strategy may be dangerous

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