The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Feb 28, 2017 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Mobile, Multi-channel Support, Social Media, The Edge of Service

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones? For the past three decades, I’ve been privileged to work with a...
The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement

May 31, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Research/Statistics, The Edge of Service

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience. If...
The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience

Feb 26, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, The Edge of Service

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado. The onboard wireless service, provided by Gogo, is enabling me to track flight...
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right

Dec 22, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Mobile, Multi-channel Support, Research/Statistics, The Edge of Service

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU). Of...