Aiain Hunkins highlights the impact of neuroscience on leadership and its transformative effect on customer experience.
Doing CX Leadership Right Based on Brain Science
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Doing CX Right Blog
Leadership and Culture
Hidden Cause of Agent Attrition: How “Ambient Gaslighting” Impacts Your Contact Center and How to Stop It
Do you struggle with high agent attrition? Learn how ambient gaslighting impacts your contact center and ways to effectively combat it.
The Power of “Deliberate Calm” To Maximize Customer Service Performance
Jacqui Brassey, author and leader at McKinsey Health, and Stacy Sherman explain how to lead with “Deliberate Calm” to create psychological safety in the workplace, improve employee engagement and business performance
From Vision to Reality: Building a Customer Service Culture the Right Way
Ron Kaufman, Global CX leader, and Stacy Sherman reveal tactics to shift toxic company silos into customer service culture excellence. Learn from a real-life transformational case study to advance your results.
Building an Irresistible Brand: The Link Between Employee Engagement and Customer Service
Learn what makes a brand irresistible to employees and customers, including how to align teams, strengthen engagement, and improve customer service, with special guest HR expert Josh Bersin and host Stacy Sherman.
The Science Behind Happy Leaders and Improved Customer Service Experiences
Tia Graham, speaker and author about Happy Leaders, and Stacy Sherman share actionable tips to increase employee engagement and bottom-line results based on working with dozens of global companies.
Investing In Agent Experience: The Key To Delivering Customer Excellence
Learn why investing in agent experience creates higher customer satisfaction and loyalty plus tactics for Doing CX Right.
Breaking the Cycle of Burnout and Disengagement: How to Reconnect and Thrive
Do you know the difference between burnout & disengagement? Learn how to identify, reconnect, and thrive for success in work and life.
How To Balance BOTH Customer Service Agent Training AND Competing Demands
Learn strategies to build a culture of learning. Balance BOTH agent training AND contact center competing demands for positive outcomes.
Expert Insights on Improving Customer Experience in the Contact Center Industry
Peter Ryan, market analyst, and Stacy Sherman discuss how technology is changing the contact center & valuable delivery models to succeed based on workforce trends.
