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Reshaping The Future of Digital Customer Service: 23 Influential Leaders to Watch in 2023


Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

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Contact Center Executive Priorities for 2018

CX Global Media

Coaching is the #1 agent experience focus for 2018. He mentioned that in over 25 years of consulting, he learned, that we are pathetic at change. So, your customer-centric change can’t be either/or it’s got to be both. Coaching is the #1 agent experience focus in contact centers!” – Click to Tweet.


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11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”

Steve DiGioia

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of, the world’s largest community dedicated to customer-centric business. Kate Nasser, The People Skills Coach™ & President of CAS, Inc. Dennis Snow. Joseph Michelli, Ph.D.,

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Customer Experience Influencers You Must Follow – Part 2

Customer Guru

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

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Top 51 Customer Service Leaders – Best Customer Experience Influencers


Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

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The Power of Real-Time Monitoring in Call Centers


Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

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Mastering Call Queuing: The Ultimate Guide to Efficient Customer Communications


Say goodbye to frustration and hello to seamless communication that keeps customers coming back. Join us as we unravel the power of call queuing and embrace the future of customer-centric excellence. This system ensures that no call goes unanswered and customers are directed to the most suitable agent available.