Describe the future of the contact center in 1 word. Go!👇 #Doingcxright @CallCenterICMI

Your team meets weekly to “discuss feedback,” but nothing changes. Go do this today: Pick one customer issue that’s been mentioned more than three times. Assign a single owner and require an update by Friday. Small, visible wins build momentum. #DoingCXRight #CustomerExperience

When a customer shares a problem, do not let it sit. Make sure every piece of feedback is reviewed and routed to the right owner within 24 hours. Fast follow-up builds confidence. Learn more on #DoingCXRight Podcast episode with @insights_infra. https://t.co/zCGDb7sXvq

Calling everyone “Guide” blurs the line. It treats tech & humanity like interchangeable experiences. They’re not. Use titles reflecting care not cleverness. Deliver on promises. Language matters, shaping how people feel & what they do next. It matters FAR more than you think™

So what are we guiding, exactly? Companies are blending human & AI support today. That’s not the problem. When automation can fix something fast, that’s great. Yet, when empathy is needed, that’s when being human becomes the real differentiator👇

Noticed a website refer to its customer service rep as a “Guide.” To me, it feels emotionally detached, creating distance between the helper & person who needs help. Ironically, message says, “Every Guide is trained & excited to work with you,” but “Chat Now” button is missing👇

3️⃣Close the loop with honesty. Thank customers & acknowledge inconveniences. Transparency rebuilds confidence.4️⃣Empower your people. Tech fixes systems, but only people fix feelings. What customers remember isn’t the outage; it’s how you made them feel when it happened (3/3)

To retain loyalty when challenges occur, focus on feelings:1️⃣Acknowledge emotions quickly. A short, human message restores calm faster than silence or a generic tech update.2️⃣ Communicate with clarity & care. Reassure: "We're working to reconnect you, your data is safe." (2/3)

Today, Amazon data issue disrupted the digital world: Lyft stranded riders, Venmo froze, Ring went dark. Digital life hit pause. This wasn't just a tech fail; it was an emotional one. Experiences are defined by how people feel while it's broken & how treated while they wait (1/3)

Congrats to brands mentioned: @perplexity_ai @function @magicschoolai @GrowTherapy_ and many others on @LinkedIn list ⁣

#LinkedInTopStartups list is filled with innovation: AI, health tech, education++. I see something more. These companies aren’t just building new products. They’re using AI to enhance Customer eXperiences.⁣ Hear examples & lessons so your biz can grow fast too. #DoingCXRight⁣

This never gets old especially in an AI era.

There’s no shortage of “Top Influencer” & “Thought Leader” lists. Grateful to be included. Even happier Customer eXperience keeps growing as a global priority. It matters more than ever in an AI era. Ask me how I know😉Thx @thinkers360 Keep #DoingCXRight❣️ https://t.co/Oq0a6ISelN

Join us for our next event on Tuesday, 10/14 at 4:00 ET. https://t.co/eLWtasEYSj @Sean4ROCKS

Customer eXperience is at a crossroads-evolving & being destroyed simultaneously.⁣ That's why CX community is so important. Not “join a Slack group” kind but a place we share actionable data & lessons to stop repeating mistakes👉 https://t.co/1XMEiau9Wd @Sean4ROCKS #DoingCXRight

Her advice: 🤝 Show up 🗺️ Map the journey 🔎 Spot gaps 🚀 Close the loop. CX isn’t a department — it’s a mindset. 🎥 Full interview → https://t.co/RdXCsCqunu #CXCulture #EmpathyInAction

For the focus on customers to last beyond this week, it must be on your permanent leadership agenda. #DoingCXRight Tip: Add "Customer Impact" as the first agenda item for your weekly leadership meeting, starting on Monday. #CustomerServiceWeek #Leadership

The energy from Customer Service Week is valuable, but it's temporary. Don't let it fade. Launch a feedback loop or CX task force. #DoingCXRight Tip: Share one initiative from this week that becomes a permanent part of your company's operations.#CultureChange #CustomerServiceWeek

A few negative reviews can define your brand online. The best defense is a proactive offense. Positive experiences create advocates who defend your brand. #DoingCXRight Tip: Have your team create one “wow” moment & share it internally. #BrandReputation #CustomerServiceWeek

Your most passionate customers are your best marketing engine. Go beyond satisfaction, create moments worth sharing. This exceptional service becomes your most effective sales channel. Doing CX Right® tip: After a 10/10 NPS, ask for a referral or review. #CustomerServiceWeek #CX