Expert Advice

Donna Fluss

Operational Minimalism: An Essential Discipline for AI-Centric CX Organizations

The payoff from operational minimalism is immediate: Employees are empowered, errors decline, cost to serve decreases, and customers get the service they expect.

Donna Fluss

AI Makes WFM More Essential

Workforce management has become the operational intelligence layer for managing hybrid human/AI workforces. (Featured on DestinationCRM.com.)

Braden Kelley

Stop Funding Hope: How Customer Service Leaders Can Quantify Experience ROI

Most organizations underinvest in customer experience (CX) not because they doubt its value, but because service leaders rarely translate CX improvements into finance-ready estimates of retained revenue and reduced cost-to-serve.

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Vendor Views

James Cadman

Beyond CSAT: Measuring What Really Drives Customer Growth

Customer service success should be measured not just by how satisfied customers are today but by the business value they continue to realize over time.

Ali Merchant

We Keep Hiring Engineers to Fix an Operations Problem

Contact center AI projects fail after go-live, and the right people need to be in place to catch that and take action.

Justin Vuono

The Contact Page Is Part of Customer Service

A contact page should route a customer to the right answer with the same care as a phone tree or service desk, yet many companies treat it as an afterthought.

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News Briefs

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Customer Service Chatbots Get Only One Chance

October 20, 2026

Only 27 percent of customers would try a chatbot again after a negative experience. (Featured on DestinationCRM.com.)

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