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No more cliches and jargon—better CX needs clear conversation

  • Posted on September 23, 2019June 7, 2020
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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 practically transformed…
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Viable customer personas can craft better CX stories

  • Posted on July 6, 2019February 10, 2020
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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, you need to stay current and relevant in the…
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Move to improve your listening for customer service agents
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Make the move to improve your listening skills.

  • Posted on July 17, 2018December 5, 2018
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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 in. We need to listen…
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How great customer service agents can reduce customer churn
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Good customer support can reduce customer churn

  • Posted on April 19, 2018November 21, 2018
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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…
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Tech and the workforce of the future in customer service
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Tech and the workforce of the future.

  • Posted on April 3, 2018November 21, 2018
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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…
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Emotions in Customer Service
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The Melange of Emotions in Customer Service

  • Posted on February 7, 2018June 29, 2020
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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…
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Made My Day
A positive space for everything customer service. We aim to bring brands and customers closer together with best practices and great customer stories from around the world.
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