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Blog Entry
What's New with Officium- Collaborations You Don't Want To Miss

By Sydney Delgadillo Nelson, Marketing Specialist, Officium Labs In all industries, innovation and collaboration are vital to growth and play a major role in preventing stagnation and friction. The CX industry is no different. Over the past two months, Officium Labs has been able to collaborate...


Blog Entry
5 Essential Skills for CX Leaders

By Jerry Leisure, Co-Founder & CEO, and Nate Brown, Chief Experience Officer The work of the customer experience leader is infinitely complex. We must be capable of telling compelling stories through a combination of the empirical and the theoretical, be fluent in the language of every...


Blog Entry
Building Bridges: Creating Meaningful Connections Through Technology

Building an enterprise system is a challenging process. You are building a piece of technology that is going to help your enterprise operate its business, and sometimes the entire enterprise will be directed and run from this system. What is the best method for planning and building such an...


Blog Entry
Now Is The Time to Be a Shining Beacon Within Your Organization

As I write this I do so with the full understanding that I am in a very fortunate position within the American workforce right now. Our company, Sun Basket , is uniquely positioned to help reduce the potential risks and uncertainties associated with shopping for food, and we are seeing...


Blog Entry
Radically Personal Episode 1: JetBlue Service Brings Humanity Back To Air Travel

Frankie Littleford has, as she puts it, “jet fuel in her blood.” An airline industry veteran and co-founder of JetBlue Airways, Frankie was the force behind the airline’s customer service mission to “bring humanity back to air travel.” I’m thrilled to welcome Frankie as my...


Blog Entry
How Putting ‘Family First’ Can Pay Off for Your Business

Angel Brockbank, Director of Customer Experience at Chatbooks, discusses how business leaders can use technology to support working parents, carers and more. Balancing parenthood and careers used to be impossible. Years ago, it was expected that a parent would remain home to raise children...


Blog Entry
A Tale of Radically Personal Service

Every day customer service heroes work hard to deliver radically personal service to customers —where customers feel known, valued, and experience service that feels effortless. This is the story of one such customer, Michael. And his customer service hero, Stephanie. … Meet Michael. ...


Blog Entry
Hiring the Best in Customer Service

Companies know the best customer service is delivered by engaged agents who are knowledgeable, patient and compassionate. The tricky part is finding this kind of coveted talent. Attracting quality candidates is a competitive business, and top-notch customer service agents often have multiple...


Blog Entry
Why You Should Outsource Your Customer Service

Outsourcing started as a modest way to reduce costs. Lower labor rates in places like India and the Philippines, along with technology advancements, created opportunities to drive efficiencies in large organizations while tapping into a new talent source. Today, it's a whole new ball game. The...


Blog Entry
Pizza Hut’s Paul Brandt on Delivering a Feeling, One Pie at a Time

Not everyone gets to grow up and take a job they love with a brand that gave them the warm fuzzies as a child. By that standard @Paul Brandt , who joined Pizza Hut as VP of Customer Experience in April 2019, is one lucky guy. In this interview, he explains how the brand’s employee-first...