Stay up to date with the latest customer experience thought leadership from our members
Beyond the Ticket: Reclaiming the Human Heart of Customer Experience
For years, customer experience was seen as too fluffy — heavy on empathy but light on impact. The commercial edge was missing. So, we professionalised, we measured, we operationalised. We proved CX could drive ROI. Because being commercial is no longer the goal — it’s a given.
The real challenge for CX leaders today is delivering both: human connection and commercial impact in equal measure. And as the stories from Women in CX community members show, when you get that balance right, the results are transformative — for customers, teams, and the bottom line.
The Advantage of Being Yourself!
“As slow as the days of the past two months have felt, they’ve flown right by just as fast! Call it an oxymoron but I believe you get the point.
Tody we’re addressing the topic ‘balancing professionalism and personality’. As you may already know two of our core values here at Client Service Coach are Embracing Diversity & Individuality and what they simply mean is that we encourage the unique characteristics that every individual owns, and we value their varied approaches in doing things. We believe that having the same goal doesn’t mandate our journeys to be identical and this is what makes…….”
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