Latest Experts News
Why AI Should Handle Your Simple Customer Inquiries
There's a heated debate in the customer service world about when to…
Action Trumps Logic When Changing How You Feel
I've noticed a common misconception that plagues many people's approach to emotional…
Customer Service is Not a Cost Center—It’s a Revenue Driver
I've been saying this for years, and I'll say it again: Customer…
Action Beats Logic When Changing How You Feel
I've noticed a common misconception that plagues most people's approach to emotional…
Your Attitude Shapes Your Job Experience
Recently, I came across a powerful quote from my fellow customer experience…
Zero Sum Thinking Keeps You at Zero
I've observed a troubling pattern in many people's lives. They operate from…
Finding My Voice Through Music’s Universal Language
Music has always been my refuge, my way of connecting with others…
AI Fatigue is Not an Option in Customer Experience
I've been in technology for thirty years, and even I'm surprised by…
How I Made My First Million 9 Months Out of Law School
In 1992, I faced a pivotal career decision that would change my…