Do You Really Need a CRM Degree?
August 29, 2025 | By: John DiJulius
Do You Really Need a CRM Degree? Here’s a Better Alternative… When CX business leaders consider advancing their careers, one option that often comes up is pursuing a customer relationship management (CRM) degree. After all, customer experience has become a top differentiator in today’s market, and organizations that excel in building relationships gain a significant… Read Full Article
Rolling Out New Customer Experience Training in a Hybrid Work World
August 29, 2025 | By: Dave Murray
Rolling out new Customer Service content to an entire organization has never been simple—and today’s hybrid workplaces make it even more complex. With employees splitting time between remote work and the office, the challenge is no longer “What do we share?” but also “How do we reach everyone effectively?” One organization, PSECU (Pennsylvania State Employees… Read Full Article
The Demise of Face-to-Face Interactions has led to a Customer Service Crisis
August 22, 2025 | By: John DiJulius
We used to go to dinner, but now we order through apps like DoorDash. We used to go to the stores, but now we buy online. We used to work in offices, but now we work from home. We used to meet potential dating partners at social events, but now we swipe right on dating… Read Full Article
Keep Call Centers in America Act
August 18, 2025 | By: John DiJulius
“…all Americans deserve good service. When folks pick up the phone and ask for help, they shouldn’t have to deal with AI robots or be routed to someone across the world. This bill puts American workers first and ensures people can talk to a real person who understands them when they need help,” said Senator Jim… Read Full Article
The Big Stay Has Become More Lucrative / Lyft Offering Taxi Service on its App / The ‘Always-on’ Mentality Could Be Killing Employee Morale
August 07, 2025 | By: John DiJulius
Lyft Offering Taxi Service on its App Lyft is beginning to offer traditional taxi rides through its app in addition to its usual rideshare services. Starting with a pilot in St. Louis, Lyft is rolling out a feature that allows riders to opt in to be paired with a licensed taxi when available, and can arrive… Read Full Article
