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

Monthly Archives: February 2023

February 23, 2023

Employee Engagement: The Key Driver and 4 More

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement?  As it turns out the key driver is purpose. Watch this...

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February 16, 2023

A “safe” CX strategy may be dangerous

You know the stories about companies that were successful—until they weren’t. Kodak. Blockbuster. Gateway. These were solid companies with high-quality products, operating under established business...

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February 10, 2023

Listening to the Voice of the Customer

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and...

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February 1, 2023

Use a CX dashboard to cut through the clutter

The disciplines of customer experience and employee experience wouldn’t exist without access to large amounts of data. That includes, increasingly, the insights generated by artificial...

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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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