Optimizing Self-Service: 4 Lessons Learned from Our Chatbot Journey
This article was originally published on CustomerThink and is being reposted with the permission of the editor. Almost exactly a year ago, I published a […]
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Sometimes you win and sometimes you learn
My kids have this sign hanging in their room that says “Sometimes you win and sometimes you learn.” I’m pretty sure it’s just a cheesy […]
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Striking the Right Balance as a Customer Service Leader
As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on […]
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The Joy of Progress
The process of teaching my kids to swim hasn’t necessarily been an easy one. Between friends with pools and trips to San Diego beaches, the […]
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Online Reviews: A Window Into the Truth About Your Company
Since beginning my new role as a customer service and experience leader, I’ve gained a bit of new experience. I, along with my team, am […]
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“A CX Moment With Calm” Along With 6 Other Recent Updates
I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. This won’t be a […]
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5 Favorite Quotes from “Excellence Wins” by Horst Schulze
For those of us in the business of serving customers, when Horst Schulze, co-founder and former president of the Ritz-Carlton Hotel Company speaks, we listen. […]
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Lessons from the Slow Play
Lately, I’ve been partaking in a variety of different activities in my life that require a bit of a time commitment. These include home improvement, […]
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5 Essential Qualities of a Thought Leader
It was such an honor to be recognized as a top contact center and customer experience thought leader by ICMI for the seventh year in […]
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Stimulating Thoughts on Reducing Customer Friction
Who doesn’t love a good workaround? A system doesn’t work as expected, so we contact customer support and they say something like, “install this free […]
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