How to Get Your Team On Board with AI (What Actually Works)
If you’re introducing or deepening AI’s involvement with your customer service employees, you’re probably running into some hesitation with AI adoption. And honestly, that hesitation makes sense. They are asking themselves: Is this going to make my job harder? Replace...
Why Customers Hate Waiting
Come with me to the iconic Shibuya Crossing in Tokyo to uncover why customers truly hate waiting—and it’s not always about the length of the wait! I’ve spent years studying queues in contact centers, security events, and everyday places like restaurants and...
7 Essentials to Move from Customer Insight to Action
The foundation of customer advocacy is customer insight, that is knowing your customers, what they need, expect, and experience. But that knowledge won’t get you far without the means to act. This video, from my LinkedIn Learning course “Customer...
“Not everything that can be counted counts”
In the 1960s, as mainframe computers were entering the business world—and inspiring much awe—sociologist William Bruce Cameron observed that it would be nice if everything could be represented in numbers and “run through an IBM machine.” But he warned, “not everything...