Workforce Optimization Blind Spots
Most workforce optimization programs focus on forecasting, scheduling, quality management, coaching, and performance management. Those capabilities remain essential. But they’re no longer enough. Increasingly, the customer conversations that shape customer...
The contact center knows your customer best. Are you using it that way?
In my experience, after decades of working with contact centers across virtually every industry, only a fraction of organizations truly leverage the strategic value of their contact centers. Those that do tend to pull ahead quickly. And they tend to see the contact...
The P-51’s Lesson for Customer Experience and AI Leaders
The Edge of Service: Issue 65 I recently had the opportunity to fly in a historic aircraft, the P-51 Mustang. For someone who loves aviation, it was one of those experiences I’ll never forget (watch the video). It reminded me of a lesson that’s incredibly...
Avoiding “Slop” in Customer Experience
AI is transforming customer experience by delivering faster service, better insights, and personalized interactions. But there’s a growing risk of “slop” (i.e., friction, loss of trust, and organizational debt) when speed and automation take priority over thoughtful...