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In many organizations, employee onboarding is no longer just a how-to-open-the-register process. Modern companies with people-centric cultures have learned the importance of employee onboarding, of starting new employees off on the right foot and making sure that culture and experiential values are instilled from the start. One of the most powerful cultural creation and reinforcement […]
The Power of Employee Onboarding Read More »
A few years ago, I was asked to give a quote for an article to answer this question: What is your favorite customer service metric and why? When the article came out, the great majority of answers were what you would expect NPS, C-SAT, CES, but my answer was different. I responded with one word:
Customer Service Must Be Profitable Read More »
If you read customer experience news or trade websites, the percentage of articles that are in some way related to artificial intelligence is remarkable. While I haven’t counted them–obviously–it must be over 50 percent and could be as high as 60 to 70 percent. It’s not that AI is a new topic; it’s not. And
Lessons from COVID for the Age of AI Read More »
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