Sophia Harne - Brad Cleveland

The Power of Telling Your Customers’ Stories

by Sophia Harne | Mar 14, 2025 | Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

To design and deliver great customer experiences, you have to understand the customer’s journey. Put another way, their story. To understand the customer narrative, the most successful organizations harness something that’s been around as long as humanity,...

Coaching for High Performance: A Strategic Approach

by Sophia Harne | Mar 5, 2025 | Call Center, Contact Center, Customer Service, Organization and Culture, Quality Management

Strategic coaching is essential to employee engagement and the highest levels of performance. Tactical coaching is focused on specific skills or requirements. By strategic coaching, I mean coaching that is ongoing and focused on developing the whole person. Think of...

Train and Manage AI-Empowered Customer Service Teams

by Sophia Harne | Feb 26, 2025 | AI, Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, LinkedIn Learning

AI has emerged as a game changer in customer service. However, successful adoption requires you to effectively train and manage the human teams that work alongside AI tools. In this LinkedIn Learning video from my course “Using AI for Customer Service...

6 Traits of a Customer-Focused Culture

by Sophia Harne | Feb 21, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer. To customers, this was just confirmation the restaurant was a great...

Connect the Dots with a Three-Layered CX Dashboard

by Sophia Harne | Feb 13, 2025 | Customer Experience, Customer Service, Leadership, LinkedIn Learning, Quality Management

You probably have a ton of data on customers, products, services, and processes. A customer experience dashboard will help you cut through the clutter and tell a unified story. CX dashboards are important tools and, along with human experience and wisdom, can put and...