The new book is out!  Pick it up here!

Customer screw-ups are your fault

Some of your Customers are idiots. Hey, full disclosure, that includes me. In fact, in some circles, I’m known as the “LCD,” or least-common denominator.  As the joke goes, Z is the dimmest bulb in the group, and as such, if I get something, everybody should be able to understand it. Self-deprecation aside, the much-more-straight-faced point [...]

They’re already robots

All the rage these days in Contact Center online webinars and consortia is the topic of automation and “AI”… “Bots”, “ChatGPT” (I still don’t understand what that does, but apparently, as far as you know, I’m using it to write this article right now.) The ominous overtone to most of these conversations is that Robots [...]

By |2024-04-02T14:38:16+00:00April 2nd, 2024|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on They’re already robots
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