Being too polite destroys trust. Learn the psychology of the "Competence vs. Warmth" matrix and how to shift your CX team from subservient to authoritative.
Telling an angry customer to "calm down" makes it worse. Discover the neuroscience of the Amygdala Hijack and learn the A.I.R. method to defuse rage instantly.
Agentic AI and Customer Innovation: Why Governance Is Now the Key Differentiator Originally published on Eglobalis: https://www.eglobalis.com/agentic-ai-and-customer-innovation-why-governance-is-now-the-key-differentiator/ Introduction Agentic AI – autonomous, decision-making AI “agents” – is no longer experimental.…
Designing CX for Non‑Human Customers: AI Agents, APIs, and Machines as Users Originally published on Eglobalis: https://www.eglobalis.com/designing-cx-for-non%e2%80%91human-customers-ai-agents-apis-and-machines-as-users/# The Rise of Non‑Human “Customers” Traditional customer experience (CX) design assumes a human…
Why your corporate apologies are making your customers angrier. Read "The Apology Audit" to replace defensive macros with Human-to-Human connection today.
s bureaucracy killing your CX? Discover "The Friction Bounty" framework—a radical incentive program that pays employees to identify and eliminate service friction.
s your internal software sabotaging your CX? Discover the "Tool Parity" framework to align employee tools with customer expectations and reduce friction.