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Author name: Adam Toporek

An Interview with Dawn Verghese of Agara

Conversational AI in Customer Service: An Interview with Dawn Varghese of Agara

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. With our webinar upcoming this week, Hassle-Free CX: Define, Design, and Deliver, I enjoyed getting to talk to Dawn Varghese of Agara Labs about the role conversational AI is playing in today’s customer support environment and what the …

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Chip R. Bell Expert Interviews

Popular Products Co-Created with Customers

Chip Bell innovates the world of customer service with the best practices of customer-centric organizations and provides powerful cutting-edge ideas and unique strategies that business leaders can immediately act on. Getting Inside Your Customer’s Imagination Did you know that some of your favorite products today were ideas from customers?

Empathy is a learned skill | Adam Toporek

Empathy Is Not Just a Mindset; It Is a Learned Skill

Empathy requires more than a shift in mindset; it requires a specific set of skills As a customer experience strategist and customer service trainer, empathy has always been a cornerstone of our approach to customer experience and service. Customer experience is difficult and is defined more than anything by human emotion. Having teams that understand …

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How to destroy a customer relationship in the final moment | young worker with curious expression

How to Destroy a Customer Relationship in the Final Moments

It’s amazing to me how many companies destroy a customer relationship at the very end. How their attitudes change towards a customer at the end of that customer’s “customer lifetime”. A company that’s worked hard to deliver a good product, good service, and good experience, throws it all away when the customer leaves. Now, I …

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