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.
This fast-growing and popular blog provides insights, observations and tips on customer service trends and topics.
This compilation of customer experience and contact center statistics summarizes important research for customer service professionals.
Well-researched and insightful, these articles provide guidance on the essentials of building an effective customer service ecosystem.

These practical how-to resources help you put your customer service strategy on the right track and keep your organization running smoothly.
These worksheets provide helpful frameworks for considering customer expectations, metrics and other aspects of customer service.
Other Resources
This section includes a variety of resources to help you manage and lead in the areas of customer experience, customer leadership and contact center management.