Empower Your Users with a Self-Service Portal
Your employees expect to be able to solve problems, provision equipment, and get answers through technology. And with a ma...
How to Cultivate Inclusion That Benefits Your CX Journey
An inclusive customer experience can only be created when companies look inward to make sure the employee experience is ...
Smarter, Not Harder: Why Some Contact Centers Thrive in the New Normal
It has been an exciting year for customer experience. Consumers dramatically changed how they buy and how they reach us fo...
Are You an "IT Flat Earther?"
Having led several global IT teams, I've flown around the world visiting offices from Trondheim to Tokyo, and friend...
What Customers Expect
Every one of us is a customer. There is not a single person on this planet who is not or will not become a customer of s...
20 Ways to Empathize with Stressed-Out Customers
Whether the problems customers call about are large or small, they all need our empathy. They need us to infuse our emai...
Who Is Your Customer?
Admittedly, I wasn't grateful for the experience in the moment. It was many years ago now, but the lesson has served...

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