Customers — are the common denominator of every business. However, the way they treat them is what makes every company different from one...

A good leader makes everything look easy. If you’ve ever had someone say they want to follow in your footsteps, it’s because you’ve been...

From time to time, I get to go on site to work with different companies. As an introvert, who occasionally gets cabin fever, this works...

Backlogs. I ha te them, don’t you? If you’re not familiar with the term, let me enlighten you: it’s when your Customers have been waiting...

You catch customer experience managers in two phases of their career: (1) new to leadership, eager and believe they can do it all, or (2)...

History repeats itself I have worked in call centers since I was 18 years old. When I was 23, I was laid off for the first time because...

I was once asked by a potential client, “Why should I work with you?” At the time, I didn’t have a direct response. But, I do now: You...

I talk to about a dozen Customer Service people every week. Most of our time is spent focused on challenges, hurdles and how to overcome...

Only once in 10 years did I see a startup hire the right person to head of Customer Experience before launch. Today, that company is...

If Silicon Beach is worth $155 billion and approximately 13% of that budget is spent on Customer Service, then we’re looking at over $20...

I’d venture to say Customer Experience (CX) is the most difficult job in the company. Granted, I haven’t worked any other roles, so my...

Today’s contact center is much different than the call centers I worked in some 20 years ago. At that time, the only channel was phones...

At the tender age of 18, I started working in a call center that served (wait for it) FREE COFFEE! I felt so grown up. We had a dress...

In my career, I’ve spent a good amount of time working with E-Commerce and Consumer Goods brands. The reality is most are dealing with...