In my previous article, How CX Meets Employee Engagement for Business Growth, we explored the symbiotic relationship between Customer Experience Excellence (CEE) and Service Employee Engagement (SEE).

Anticipatory customer service is the master skill, behavior, and attitude that distinguishes the kind of service that actually creates customer loyalty. Why would this be? Well, partly because it’s ...

AI transforms training. AI is reshaping customer service training by helping agents develop problem-solving skills and emotional intelligence through realistic, adaptive learning environments. Agent ...