No more cliches and jargon—better CX needs clear conversation
We’ve learned to accept that change is inevitable. But life today is more transformed than changed. The mobile phone may have changed our lives, but digitization and the smart phone...
Viable customer personas can craft better CX stories
Customers today are empowered by the awareness that while change is inevitable, success in business is purely the customers’ choice. If you want your business to succeed,...
Make the move to improve your listening skills.
How we use the word “listen” says a lot about our personalities and attitudes. While the frequency of the word in social exchanges is a reflection of the times we live...
Good customer support can reduce customer churn
All brands focus on gaining new ground and increasing market share. But customer acquisition can be expensive, and the strategies devised to bring in new customers must also look to retain...
Tech and the workforce of the future.
Tech transforms work for people. People determine the future of work.
Look around, we are alive in a time of transformation. IT and AI have seemingly brought the future into the here and...
The Melange of Emotions in Customer Service
Doesn’t the process of customer support remind you of being stuck in a traffic jam?
That endless wait which unleashes the primal side of the benign being, the jittery moments that test resilience...