Customer Service Life

It’s ok to not face your fears

Posted on March 30, 2022 by Jenny Dempsey

I didn’t want to dive for the baseball. While I’m not necessarily out of shape, I am not what you’d call “athletic” when it comes […]

Jenny, Motivation

Sometimes you win and sometimes you learn

Posted on March 14, 2022 by Jeremy Watkin

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 […]

Customer Experience, Jeremy, Motivation

Adapting expectations for yourself and your customers

Posted on January 10, 2022 by Jenny Dempsey

In the summer of 2021, I start planning a vacation to Hawaii. Counting down the days, it finally arrives. My first actual vacation since February […]

Jenny, Leadership, Motivation

How customer testimonial videos impact your VoC program

Posted on January 5, 2022 by Jenny Dempsey

I just upgraded my iPhone from an 8 to the 13 Pro. I actually went into the store to make the change. Old school, I […]

Customer Experience, Good Customer Service, Jenny

Striking the Right Balance as a Customer Service Leader

Posted on December 6, 2021 by Jeremy Watkin

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 […]

Contact Center, Customer Service, Jeremy, Leadership

The Joy of Progress

Posted on September 22, 2021 by Jeremy Watkin

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 […]

Jeremy, Leadership

What the butcher at Ralph’s Grocery Store taught me about #CX

Posted on August 25, 2021 by Jenny Dempsey

A vegetarian walks into the butcher section at her local grocery store… No, this isn’t the start of a joke. It’s what happened to me […]

Customer Experience, Good Customer Service, Jenny

Recap with SignalVOC: Building a CX Function From Support

Posted on August 11, 2021 by Jenny Dempsey

Recently I participated in a virtual event with the wonderful Mary Cleary of SignalVoC, a community that highlights CX leaders across Customer Success, Customer Support, […]

Customer Experience, Jenny