Latest Experts News
True Freedom is Not For Sale at Any Price
Can freedom be bought? This question has been on my mind lately,…
How I Became a Millionaire Nine Months After Law School
Back in 1992, I landed a job offering $150,000 in salary plus…
AI in Customer Service: When to Use It and When to Use Humans
I'm frequently asked about the role of AI in customer service. People…
AI and Human Agents: Knowing When to Use Each
People frequently ask me what AI is best suited for in customer…
Your Attitude Determines Your Job Satisfaction
Here's a profound quote from my fellow customer experience expert Dennis Snow:…
Car Salesmen Can Be Your Best Allies
When you think of a stereotypical car salesman, what comes to mind?…
Customer Service Velocity: The Key to Keeping Customers Coming Back
When it comes to customer service, speed matters. I've been preaching this…
Your Self-Image Limits Your Success—Here’s Why
I've witnessed a powerful truth throughout my career: you will never overachieve…
How One Childhood Moment Shaped My Business Philosophy
As a young boy working as a ball boy for the San…