AI has redefined what “good” customer experience looks like. Not long ago, customers were (somewhat) patient. They accepted 24-hour email turnarounds and clunky handoffs between support channels. Those days? Gone. Today, customers expect: But here’s where businesses often get it wrong: They think slapping a chatbot on their website or bolting AI onto outdated systems […]
AI isn’t a magic wand; it’s a litmus test. Read More »
Treating CX like a program is like running outdated software: it works for a while but eventually crashes, leading to frustration. A CX strategy must function as an operating system—interconnected and driving every part of your business, with regular diagnostics and constant updates. When you treat CX as a series of disconnected projects, quick wins,
CTRL+ALT+DEL YOUR CX PROGRAM: UPGRADE TO A SEAMLESS CX OPERATING SYSTEM Read More »
In 1972, Bob Farrell, founder of Farrell’s Ice Cream Parlour, received a letter from a loyal customer upset about being charged for a pickle that used to be free. Rather than dismiss the complaint, Farrell saw the bigger picture:  the pickle wasn’t just a garnish—it was a symbol of great customer service and going the
Do you know the “Give ‘Em the Pickle Philosophy? Read More »
When was the last time you had a customer experience that truly left an impression? Chances are, it wasn’t just because of a product or service—it was because of how it made you feel. Creating exceptional customer experiences isn’t just about having the best products or the latest technology—it’s about the people who bring those
The Human Touch: Purpose, Passion, and People Read More »
Imagine a workplace with state-of-the-art technology, beautifully designed office spaces, and perks like gourmet lunches or yoga classes. Yet, despite all this, the employees are disengaged, uninspired, and unproductive. This mismatch is more common than you think. Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers
Is Employee Happiness Enough to Keep Customers Happy? Read More »
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