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Blog

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

Category Archives: Customer Service

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September 29, 2023

How to Leverage Your AI-Powered Customer Support Strategy

When jumping into artificial intelligence, many organizations inventory what they’re doing now and look for opportunities to automate. This fixed-pie thinking can be limiting out...

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September 22, 2023

A CX Goal: Universal Participation in Product and Service Innovation

The world is changing, customer expectations are evolving so innovation is the heartbeat of customer...

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September 15, 2023

Customer Experience Transformation: Failure Is Not an Option

“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and literature, you’ll see often (in...

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September 8, 2023

Don’t Guess at Staffing: Proven Methods for Your Contact Center

How many people do you need to handle the customer workload on a Monday morning...

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August 31, 2023

Future-Proof Your AI-Powered Customer Service

AI is dramatically transforming customer service. The opportunities – and risks – are unprecedented. As we leap into the future, literally by the day, how do...

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August 25, 2023

Stories from the Field: Aligning Service and Mission

Do all of the services your customers experience align with your organization’s vision and mission? I’m sometimes baffled to hear plodding phone menus, “Press 1...

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August 17, 2023

Goals, Successes, Failures, and the Evolving Consumer Movement

Brad Sugars is one of the world’s most recognized business coaches… and he asks awesome...

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August 11, 2023

Use Metrics and Analysis to Drive Innovation

Metrics are not just there to report past activity. They can and should be used to help identify priorities and initiatives that will drive improvements....

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August 3, 2023

What Is Good Service? Customer Perceptions Keep Changing

The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. So you’ve got to continually revisit what good...

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July 27, 2023

Building Trust and Empowerment with Customer-Focused Coaching

Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately,...

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July 21, 2023

Engaging Your Team: Leadership Principles for Lasting Success

Organizations are made up of people with myriad personalities, backgrounds and skills. Success depends on...

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July 13, 2023

Counting What Counts: Pitfalls of Service Metrics in Customer Service

In the 1960s, as mainframe computers were entering the business world and inspiring much awe, sociologist William...

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Recent Blogs:

  • How to Leverage Your AI-Powered Customer Support Strategy
  • A CX Goal: Universal Participation in Product and Service Innovation
  • Customer Experience Transformation: Failure Is Not an Option
  • Don’t Guess at Staffing: Proven Methods for Your Contact Center
  • Future-Proof Your AI-Powered Customer Service

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