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All our episodes aboutCustomer Service

The delivery layer of customer experience: recovery, quality, and the human system that serves.

Implement AI in Customer Service Without Losing the Human Touch | Ty Givens

Implement AI in Customer Service Without Losing the Human Touch | Ty Givens

Ty Givens explains why AI customer service needs a sound knowledge base and clear context before automation can strengthen the human connection.

Customer-Centric Innovation | Dennis Geelen

Customer-Centric Innovation | Dennis Geelen

Customer service provides baseline operational stability, but it operates as a lagging indicator of past performance rather than a proactive growth engine.

I almost left the contact center | Matt Beckwith

I almost left the contact center | Matt Beckwith

Matt has spent the years since then leading customer service and sales contact centers in various industries from banking to health care to pest control.