CX Pillar 4: Customer service provides strategic value
Customer service is a vital and strategic part of customer experience. Each interaction goes beyond serving one individual customer to provide broader value to the organization. When effective, customer service makes it easy for customers to resolve issues and...
Want to reduce customer complaints? Design better cross-functional processes
Well-designed cross-functional processes are powerful. They create customer experiences that are effortless for the customer and more efficient for the organization. Here’s a story that illustrates this point. A colleague of mine visited the contact center for...
9 Ways AI is Quietly Transforming Customer Service
Discover the Nifty Nine—nine ways artificial intelligence is quietly revolutionizing customer service today! In this video, I reveal how leading organizations are leveraging AI not just for efficiency, but for customer loyalty and deeper employee engagement. Instead...
Customer Service Quality Standards for Humans and AI
Are you looking for practical ways to define clear, effective quality standards for your customer service—and for humans and AI? In this video, I share a proven framework that simplifies the complex world of customer service standards. Discover how to balance...