Sometimes you can’t calculate ROI. Sometimes you do it because it’s the right thing to do.

“Humility is not thinking less of yourself, but thinking of yourself less.” – Rick Warren

Live from Gladly Connect 2025! Interesting announcements today focused on how to achieve personalized service with AI enablement. Read the new Gladly “Sidekick on Voice” announcement right here: bit.ly/3DwMoch

Support Driven summit is kicking off! #sdsummit ☺️🎸🎊

Siegel+Gale Jon Picoult And we discussed the power of CX communities and how Nate Brown is helping the global community of CX professionals accel in their careers. Every CX professional should consider joining CX Accelerator here: cxaccelerator.com/community

It’s not enough to make customers happy. We have to make them better. #custserv #CX

A1- Make sure there are not a bunch of people having to call because your self-service options stink. For the ones that really should be calling, having a call back option (that actually works) is a great thing. #custserv

A3 - The trick to true FCR in my mind is training #custserv works to think beyond the surface level issue. Be thinking what the customer is actually trying to achieve and fill in those gaps! Proactively guide them to success.

A4 - #Custserv

Goodness Amazon. Huge bug in your set up process on new fire stick. It kept making me go through the set up process again and again, just looping back. Finally pinned it down to selecting my pictures for the screensaver option. Pls fix!

This one’s not about resolving tickets. It’s about supporting people. 🎯 From ticket-takers → proactive guides. 📈 From cost center → growth engine. 🔥 From chaos → trust. Watch the tinycast featuring Nate Brown LIVE NOW!

As I've been telling so many of my peers in the industry, "there is no 'safe' place to hide" anymore. But we are not here to hide. We are here to help. linkedin.com/posts/cxaccele…

CX is important because people are important.

“Make the quick parts quick. Make the slow parts meaningful.” – Nate Brown Quick = AI handles context, routing, data handoffs. Slow = Humans connect, solve, and win loyalty. Context → Automation → Human magic. watch the full convo below ⬇️

Really Lowe's Murfreesboro? You wont allow to us to return an obviously defective weed wacker because we didn't buy it with a Lowe's credit card? How is that even legal. You've lost at least two families over your "policy" for life. #servicefail #BadCX

Big time discussions from #Xperience25. Intelligent journey planning + change management capabilities + a unified data strategy = real outcomes. Genesys #MetricSherpa

I REALLY love how Emirates thinks about “return on loyalty” from both a customer AND employee lens. This is how lasting impact is made! #xperience25 Genesys

“Time to stop with these beautiful PowerPoint customer journeys. They aren’t real.” Heard at Genesys #Xperience25 #CX #Voc #CustomerExperience

When systems work together and the flow of knowledge is enhanced, the customer wins. #xperience25 #CX Genesys

“Even the smartest agent is useless if it can’t act.” #xperience25 Genesys