Leadership

Michael Lawder ASAPP
ASAPP chief experience officer reflects on what he learned on the front lines as an agent
How to talk to your customers like that Five Guys TikTok guy
Microsoft virtual agents CX
Microsoft CX exec says purely automated chatbots didn’t work. Here’s how he got virtual and human agents to work as a team
when customers attack
When customers attack
CX secrets from the Carlyle Hotel
How Pinterest researches customers’ current and future needs
ABBA I still have faith in you
Did ABBA just release an unintentional CX anthem?
A former military officer writes a field guide to mobilize the CX community
easyjet customer service CX
EasyJet head of customer service explains how he’s tackling the hardest CX issues
Rangan HubSpot CEO
How HubSpot’s chief customer officer became its new CEO
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