Walking the talk. Every world-class Customer service organization is world-class to work for. It takes world-class leadership to provide the passion, inspiration, and discipline to all employees.
“If you can be in a bad mood for no reason, you might as well be in a good mood for no reason,” –Alex Hormozi The Greatest Skill Any Person Can Develop I love this 30-second video clip by Alex Hormozi, in which he shares what he considers the greatest skill one can develop. I… Read Full Article
One of the Most Important New Books to Come Out Having three young adult sons and seeing how different and complicated their lives are compared to my life at the same age, I am really excited about this new book. My favorite podcaster, Scott Galloway, has just released a timely new book,Notes on Being a… Read Full Article
Customer Experience + AI “As AI gets more efficient and accessible, we will see its use skyrocket,turning it into a commodity.” –Satya Nadella, CEO of Microsoft Can an interaction with an AI be better than one with a human? Think about that. When I read this in a report titled “The Experience Gap: AI’s Imminent Impact on CX,”… Read Full Article
Chewy’s Legendary Above & Beyond Story Congratulations to the CXEA Class of 2025 We are thrilled to congratulate the following executives who just graduated from our Customer eXperience Executive Academy: Ty Smalstig, Director of Member Assistance at PSECU, Alicia Anderson, Human Resource and Talent Acquisition Business Partner Manager at PSECU, Steven Olson and Captain Teddy… Read Full Article
Great Employee Engagement Survey Question I love the following question to measure employee morale: On a scale of 1-10 (10 being the best), how do you feel on Friday at 6 pm? On a scale of 1-10 (10 being the best), how do you feel on Sunday at 6 pm? Obviously, it is unrealistic to… Read Full Article
The show Severance won 10 Emmys at the 2025 Emmy Awards. The concept of the wildly popular show Severance is builtaround a dystopian workplace experiment in which employees undergo a surgical procedure called “severance,” which splits their consciousness into two separate identities: “Innie,” the version of themselves that exists only at work and has no… Read Full Article
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
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
Gen Z’s Lack of Service Aptitude Infuriates Customers Some are calling it the “Gen Z gaze”. Recently, on the platform X, older generations complained about the lousy customer service they are receiving nowadays, mainly from the younger generations. X user @pbprot shared a post that gained over 1.7 million views and started a firestorm of… Read Full Article
For over 4 decades, Southwest was an outlier in the US airline industry. They provided great customer service in an industry where it appeared their competitors were fighting to be the worst. Southwest was consistently ranked the #1 airline in domestic customer satisfaction. In our consulting workshops, Southwest was consistently mentioned when asked about what… Read Full Article
