Removing friction from service delivery doesn’t mean making it so that customers never see the human side of your brand.

Agents need MORE, not less, training during a recession because there are greater demands on their skills.

I believe the industry is poised to enter a new phase of productivity.

We try to be superior at what we do. We want to offer the absolute best we can to the customer. We’re not driven by one quick sale; we’re driven by always doing the right thing.

There is a huge amount of mutual empathy being shared around the current situation, often initiated by the agents.

When you get a one-star rating on any retail site or review platform, the customer isn’t just talking ABOUT you. Customers who give you poor ratings and reviews are, in fact, talking right...

How you respond to your customers in the coming weeks will likely have a tremendous impact on the future of your brand.

Emotion is ‘a complex reaction pattern, involving experiential, behavioral and physiological elements.’

A results-focused CX leader knows the way forward should be mapped out in advance. Goals and roles should be clear. The performance framework should be systematic and measurable.

Service is what happens when the experience breaks down.

Enable easy and near-real-time course corrections, and be more sympathetic to changes in customer behaviors.

There is no single magic metric that will offer a clear indicator of your center’s performance or guide your operation to a successful outcome.

Companies that did not measure the impact of the VoC were much more likely not to have improvements in satisfaction year-over-year, and several actually reported significant declines.

When all your personal rights have been stripped away, it’s a wakeup call.

Remember, CX is not a one-and-done process. It’s an evolution. No one gets it perfect the first time.