Customer experience leadership has never before been more important than it is right now. There are many reasons, but let me mention four that rise...
Read More >>>Monthly Archives: June 2023
Engaging with Customers Who Are Brand Promoters
Customers who are active promoters are demonstrative and outgoing about your brand. They’re eager sharers. They converse with you and appreciate and expect recognition in return. They convince others...
Read More >>>An Introduction to Customer Access Strategy
A Customer Access Strategy is a well-documented, overall plan that guides your contact center. It helps to think of it as a blueprint for your...
Read More >>>Acting on Feedback: 8 Criteria to Determine What Actions to Take
When talking about their feedback system, Emily Weiss, founder and CEO of the fast-growing beauty company,...
Read More >>>How Generative AI Will Transform Contact Centers and Shape Your Career
The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center...
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