Below is a collection of articles I have contributed to CMSWire, MyCustomer, CustomerThink, Dixa’s blog, and other publications.
I write about ChatGPT, AI, customer experience, agent experience, customer service, and chatbots.
- “Applied AI in CX: Disrupting the Customer Service Space”
CMSWire editorial. February 5, 2024.
Read - “Customer Service Playbook: 9 Best Practices to Boost Customer Service Performance and Keep Your Customers Happy”
Plecto. October 10, 2023.
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- “Hey ChatGPT, Where Do We Go From Here?”
CMSWire editorial. August 18, 2023.
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- “The Key Skills Every Customer Service Representative Should Have”
CMSWire editorial. August 4, 2023.
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- “10 critical agent performance metrics you need to know”
Dixa. August 4, 2023
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- “Why Having a Channel Strategy is Critical”
Dixa. June 16, 2023
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- “5 Tips to Augment Technology in Customer Experience”
CMSWire editorial. June 12, 2023.
Read - “How To Deliver Proactive Customer Service (And Why It Matters)” (Featured)
Klaus. May 29, 2023.
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- “Increasing Profits Through Hyper-Efficient Customer Experience Value Centers”
CMSWire editorial. May 24, 2023.
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- “The Power of the Super Agent: The Key to Customer Satisfaction”
CMSWire editorial. May 9, 2023.
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- “How to enrich your customer experience with AI in customer service”
Dixa. May 8, 2023.
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- “Why growing net revenue retention is critical for your business right now”
Dixa, April 3, 2023.
Read - “What Is Knowledge-Centered Service, and Why Should Customer Service Leaders Care?”
CMSWire editorial. August 2, 2022.
Read - “Why the Subscription Economy Needs to Focus on Customer Retention”
CMSWire editorial. June 22, 2022.
Read - “Cultivating Retention with Good Service Is Now an Imperative”
Smart Customer Service. May 24, 2022.
Read - “Quick Guide to Knowledge-Centered Service”
Dixa. June 17, 2022.
Read - “Facing the truth: customer support agent turnover rate is constantly increasing”
Customer Experience Magazine. March 21, 2021.
Read - “5 Customer Service Trends that will Matter in 2022”
TLF Research. March 3, 2022.
Read - “A 4-Step Recipe for Improving Your Contact Center Agent Experience”
CMSWire editorial. April 28, 2022.
Read - “How to Respond to Customers on Social Media and Handle Negative Reviews”
Dixa. February 18, 2022.
Read - “Chatbots and self-service: the good, the bad and the right way to use them”
CustomerThink. January 8, 2022.
Read - “How to Increase Customer Loyalty With the 3 Pillars of Agent Happiness”
Dixa. December 17, 2021.
Read - “Using 2022 to reconnect the customer experience”
MyCustomer, December 1, 2021.
Read - “Reimagining digital experiences and brand engagement” (Featured)
Raconteur. November 16, 2021.
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- “The Great Resignation and customer service”
CustomerThink. November 7, 2021
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- “Want to get your CX right? Look at your agents”
MyCustomer, October 22, 2021.
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- “Top 7 drivere for disloyalitet”
Dansk Industri. April 17, 2021.
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- “Take First Place with Empathy in Customer Service”
Dixa. January 2021.
Read - “The CX Superstar Reading List”
Dixa. 2020.
Read - “3 Strategies to Help Drive Customer Engagement in 2020: Post-Pandemic Edition”
Dixa. June 20, 2020.
Read - “How to Offer Consistent Omnichannel Customer Service”
Dixa. 2018.
Read - “Assessing how call centre KPIs relate to CSAT pt 2”
MyCustomer, 26 April 2017.
Read - “Assessing how call centre KPIs relate to CSAT pt 1”
MyCustomer. April 21, 2017.
Read - “Empower Your Customer Service Agents”
Dixa. 2017.
Read - “Are Your Customers Contacting You About the Right Things?”
Dixa. 2017.
Read - “Will Bots Replace Customer Service Reps?”
Dixa, 2017.
Read - “The Customer-Centric Mindset”
Dixa. 2017.
Read - “Contact Center Management Basics”
Dixa. 2017.
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