The Aviator’s Guide to CX: Piloting Customer Experience
I recently had the opportunity to join Nathan Bennett on CX-WISE for a conversation that blended two of my greatest passions: customer experience and aviation. As someone who’s spent decades working with organizations across industries—and who’s had the joy of flying...
Eliminate 5 Damaging Customer Service Frustrations
When my iPhone battery life began to diminish, I searched for “Apple support phone number.” While Apple doesn’t hide their phone number, I scrolled down the page to see what other options were available. It was a Monday morning, and I knew they would be busy. I...
Digital Literacy: How to Train Agents to Work Alongside AI Tools
Recently, I spoke to Megan Jones of Call Centre Helper Magazine about how to train agents to work alongside AI tools. We had a great discussion that included answers to these questions: Are most organizations doing what they need to do to successfully train agents to...
Really Listening to Customers: Your Strategic Advantage
This article was originally published earlier this month at ICMI. I get it. “Listen to customers” has become an oft-repeated cliché — and one that often seems to collide with daily reality. Customer feedback isn’t always positive, easy to hear or...