Blog This fast-growing and popular blog provides insights, observations and tips on customer service trends and topics.

Read More Newsletter Brad’s critically-acclaimed newsletter, The Edge of Service^®, is a conversation on the organizations, people, and technologies redefining service delivery. Free, delivered by email. Read More In The News These articles are written by and about Brad on a variety of customer experience and service topics. Read More

Glossaries Here you’ll find glossaries that define the terminology, acronyms, and abbreviations used in customer experience leadership and contact center management. Read More Tools These worksheets, example journey maps, ROI toolkit and Customer Queue Calculator are tools that can help propel your team into action. Read More Statistics This compilation of customer experience and contact center statistics summarizes important research for customer service professionals.

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