Customer Experience Blog
Expert insights on customer experience, employee engagement, and service leadership. Stay ahead with Brad Cleveland’s blog—featuring CX trends, actionable strategies, and real-world solutions to help you improve customer satisfaction, streamline operations, and drive business success.
Article on Customer Service Trends
Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de la Cruz of Directly and I provide insight into artificial intelligence (AI), omnichannel...
Gauge the Effectiveness of Your Customer Service Strategy
Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I've observed four key factors that you can use to take inventory and get a good sense of how well your strategy...
Does Your Executive Team Understand Staffing Tradeoffs?
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making decisions have a...
Cutting Costs with Minimum Impact on Customers
The Importance of Humans in an AI World
In May, I was delighted to participate in ICMI's Contact Center Expo. In one of my talks, I addressed the importance of the human touch in the midst of the growth of artificial intelligence. You can read more about that talk, as well as reflections on the conference...
A Structured Approach to Customer Advocacy
Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it, whether you're developing customer advocacy within a team, a department, or across the organization, you'll need...
Customer Service Matters – Some Stats to Support Your Efforts
Customer service matters. It matters to customers and more and more statistics are showing just how much. Below are a few statistics that may help you make the case to others. Fully engaged customers represent a 23% premium in terms of share of wallet, profitability,...
The Problem with Daily Averages (and the Solution)
How Customer Service Drives Innovation
Recently I had the opportunity to visit the Australia Zoo, which is owned by the family of the late Steve Irwin. Irwin's documentaries on wildlife and conservation helped make the zoo a popular tourist destination. As they describe it, "the Australia Zoo is a team of...
Search
Categories:
- AI (8 posts)
- Call Center (658 posts)
- Contact Center (665 posts)
- Customer Access Strategy (126 posts)
- Customer Experience (334 posts)
- Customer Relationships (273 posts)
- Customer Service (632 posts)
- Customer Surveys (33 posts)
- Leadership (478 posts)
- LinkedIn Learning (94 posts)
- Mobile (34 posts)
- Multi-channel Support (73 posts)
- Organization and Culture (165 posts)
- Organnization and Culture (1 posts)
- Podcasts (23 posts)
- Quality Management (79 posts)
- Research/Statistics (58 posts)
- Self-service (14 posts)
- Social Media (31 posts)
- The Edge of Service (35 posts)
- Uncategorized (16 posts)
- Videos (177 posts)
- Workforce Management (108 posts)