Contact center agents, constrained by outdated systems and complex issues, struggle to meet rising customer expectations. While AI promises improvements, over-reliance on automation and outdated responses can erode trust and lead to legal risks. Minerva CQ’s AI copilot helps agents by delivering real-time knowledge, reducing call times, and enhancing the customer journey. Cosimo Spera,... Read more » The post AI’s Impact on Contact Centers: Closing Service Gaps and the Future of Customer Experience appear ..read more

   For businesses, staying competitive today means adopting tools that simplify operations while enhancing the customer experience. AI has become a key player in this transformation, streamlining complex processes and enabling real-time, personalized customer interactions. John Finch, Global VP of Product Marketing for Customer Experience at RingCentral, explains how AI is reshaping customer service. One... Read more » The post How AI is Revolutionizing Business Operations and Customer Experience appeared fi ..read more

   United Airlines is transforming its customer experience with advanced tools like AI, mobile apps, and real-time communication. Linda Jojo, EVP and Chief Customer Officer, is leading this transformation by integrating technology with a customer-first approach. “It’s about using technology to improve both employee and customer experiences,” she explains. Linda’s strategies offer valuable lessons for... Read more » The post United Airlines’ Guide to Improving Customer Experience Through Technology appeared fi ..read more

   Northwestern Mutual, a financial services company with over 165 years of history, is setting a new standard for customer experience by embracing cutting-edge technology without losing sight of its legacy. Christian Mitchell, Chief Digital and Information Officer, emphasizes that while clients value the personal touch in financial planning, AI is playing an increasingly important... Read more » The post Customer Experience at Northwestern Mutual: The Role of AI, Legacy, and Leadership appeared first on Blake ..read more

   How to coach employees to reach their full potential is a challenge every leader faces. Hugh Blane, President of Claris Consulting and author of Lead Boldly: How to Coach Others to Greatness shares his insights into leadership and customer experience, making complex strategies both relatable and actionable. Hugh emphasizes the importance of genuinely caring... Read more » The post How to Coach for Greatness: Elevating Customer Experience Through Care, Mindset, and Values appeared first on Blake Morgan ..read more

   As the back-to-school season kicks off, many parents are already shopping for their children, but this year feels different. Inflation is squeezing budgets, forcing parents to prioritize essentials over brand loyalty. Average spending per child is around $586, with middle and low-income families making tough choices to stretch their dollars. Lupine Skelly, retail research... Read more » The post Back-to-School Shopping Insights: Retail Challenges and Customer Experience appeared first on Blake Morgan ..read more

   Leadership today is more than just directing people toward goals. It’s about fostering a culture that supports employees, drives innovation, and centers on the customer. Robert Irvine, celebrity chef, entrepreneur, author, and philanthropist, exemplifies this approach. Known for transforming struggling restaurants on Restaurant: Impossible, Chef Irvine’s success extends beyond the kitchen. His latest book,... Read more » The post Overcoming Impossible: How To Lead Like Chef Robert Irvine appeared first on Blak ..read more

   CVS Health is revolutionizing customer experience with innovative approaches to gathering and utilizing customer feedback.  Sri Narasimhan, VP, Head of Enterprise Customer Experience at CVS Health, shares insights on the shift to proactive feedback, data utilization, and a customer-centric culture. Companies traditionally gather customer feedback reactively through surveys and complaints. CVS Health is leading... Read more » The post CVS Health’s Journey to Proactive Feedback and Data-Driven CX Improvement ..read more

   The importance of the CEO in fostering a customer-centric culture stands out in the conversation with Sowmyanarayan Sampath, CEO of Verizon Consumer. Leading a massive organization, Sampath remains deeply involved in customer experience. He engages directly with customer feedback, responds to complaints, and ensures Verizon’s strategies are rooted in real customer experiences. Success in... Read more » The post The Modern CEO of Verizon Consumer: Embracing Customer Experience and AI as Competitive Advantages appe ..read more

     Customer journey mapping is an essential tool for understanding and enhancing customer experience. Stacy Sherman, a professional speaker, coach and business advisor with a wealth of experience in the customer experience field, recently shared her insights on this topic, along with her perspectives on agent experience, the role of AI, and the importance... Read more » The post Mastering Customer Journey Mapping for Better Business Outcomes appeared first on Blake Morgan ..read more