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Wisdom, Insights, Stories and Expertise from the leaders and practitioners shaping customer experiences around the globe.

CX-WISE PODCAST

Peeking into CX Leaders’ Experiences

Episode 3

How Howard pictures AI to weed out irrelevance in CX
  • The subtle art of inspiring customer love

  • The unseen potential of AI-powered content for great CX

  • The must-haves to win over digital customers

Tune in to the episode to learn more on the latest trends and best practices in CX.

Howard Tiersky
Digital Transformation Influencer
Howards1

Listen now & win a copy of Howard’s latest book!

CX Diaries

Heart-warming customer service stories to inspire you

Jackie's

story

Susan's

story

Stacy's

story

It was lovely to see how an act of kindness moved my customer—and the entire department.”

Ronald,

Customer Support Agent, Canada

In the early 2000s, Ronald (name changed) was working at a Canadian telecom company, helping a customer resolve an issue. While on the phone, the customer mentioned how much her autistic son loved watching the holiday fireplace channel on TV—and that it upset him when it was taken off the air at the end of the holiday season. 

Ronald was touched by the story and made it his mission to get a recording of the channel for the customer's son. After working around the company’s systems and protocols over a couple of days, he was finally able to burn a DVD of the recording and mail it to the customer. 

The customer was equally touched by Ronald’s gesture, sending him a heartfelt letter of thanks. And though his act of kindness wasn’t an entirely efficient use of company time, his manager was moved, too. They even shared the story at the company's leadership meeting—and moved other employees to tears in the process.

share:

It was lovely to see how an act of kindness moved my customer—and the entire department.”

Ronald,

Customer Support Agent, Canada

Ronald

In the early 2000s, Ronald (name changed) was working at a Canadian telecom company, helping a customer resolve an issue. While on the phone, the customer mentioned how much her autistic son loved watching the holiday fireplace channel on TV—and that it upset him when it was taken off the air at the end of the holiday season. 

Ronald was touched by the story and made it his mission to get a recording of the channel for the customer's son. After working around the company’s systems and protocols over a couple of days, he was finally able to burn a DVD of the recording and mail it to the customer. 

The customer was equally touched by Ronald’s gesture, sending him a heartfelt letter of thanks. And though his act of kindness wasn’t an entirely efficient use of company time, his manager was moved, too. They even shared the story at the company's leadership meeting—and moved other employees to tears in the process.

Ronald
share:
CXWise - Shep Hyken

Shep Hyken

CX LEADER

Words to the Wise

Practical advice from the best in the biz.

How do you amaze a customer?  

It’s not about going over the top and blowing them away with the most incredible service they've ever had. It’s impossible to do that every time a customer reaches out. 

Instead, just do what's expected. When you do what the customer expects, consistently and predictably, they’ll be amazed by your service. This doesn’t mean you need to overhaul your CX approach. Making small improvements is enough. Being better than average is enough.

share:

Words to the Wise

Practical advice from the best in the biz.

CXWise - Shep Hyken

Shep Hyken

CX LEADER

How do you amaze a customer?  

It’s not about going over the top and blowing them away with the most incredible service they've ever had. It’s impossible to do that every time a customer reaches out. 

Instead, just do what's expected. When you do what the customer expects, consistently and predictably, they’ll be amazed by your service. This doesn’t mean you need to overhaul your CX approach. Making small improvements is enough. Being better than average is enough.

share:

CX Simplified

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