Expert Mode: Turning Relationship “Gut Feel” into AI‑Powered Client Intelligence
Walk the halls of any professional‑services firm and you’ll spot the same spreadsheet taped to cubicle walls: a traffic‑light matrix of key accounts shaded in green,…
Expert Mode: Turning Generative AI into a CX Power‑Up—Not a Replacement
Contact centers have endured every technology fad imaginable—IVRs that trapped callers in endless loops, chatbots that answered anything except the question at hand, and analytics dashboards…
Focusing AI tool usage on strategic goals
The retail landscape is undergoing a seismic shift, propelled by advancements in artificial intelligence (AI). As businesses, both large and small, navigate this transformation, the imperative…
Happy Employees Create Happy Customers: The Interdependence of Employee and Customer Experiences
The mantra “Happy employees create happy customers” has transcended mere corporate jargon to become a foundational principle for sustainable growth and success. Organizations that understand the…
CustomerThink: How Agentic AI Can Improve the Customer Experience
This article was written by Greg Kihlström for CustomerThink. Despite the hype, the statistics, and some high-profile case studies, many customers—and companies—have had mixed experiences with…
Expert Mode: Connecting the Dots Between CX and Commercial Goals at DHL Supply Chain
In today’s fiercely competitive global marketplace, achieving customer loyalty requires more than simply meeting expectations—it demands a strategic, data-driven commitment to the entire customer journey. Though…
#664: Tying CX outcomes to commercial goals with Markus Engel and Linzi Hindle at DHL
Today we will talk about taking customer experience further and tying CX outcomes to commercial goals. To help me discuss this topic, I’d like to welcome…
The e-commerce returns experience can be your strategic advantage
With consumer expectations are higher than ever, the management of product returns has emerged as a critical factor in driving business success. Traditionally viewed as a…
