Craig Borowski

Aug 23, 2024 | thecxlead.com | Craig Borowski

People make mistakes in life, in love, and especially in CX. But small mistakes can be corrected and– when part of an iterative strategy– can pave the way to even better customer experiences. Compared to small mistakes, misconceptions are the real CX-killer. A misconceived strategy can set a company down a long and winding path towards CX peril. And, since strategies are often the foundation of many initiatives, CX misconceptions are much harder to correct.

Aug 20, 2024 | thecxlead.com | Craig Borowski

Searching for ‘customer service performance review phrases’ usually means you need straight-to-the-point language for effective employee evaluations. You need phrases that will both acknowledge employees’ strengths and diplomatically pinpoint areas for improvement. This guide cuts through the fluff and offers a pragmatic list of phrases designed to facilitate constructive and actionable feedback.

Aug 19, 2024 | thecxlead.com | Craig Borowski

Ever wonder what “big data” is? Ever wonder how it relates to customer experiences, or how it can be used to improve them? Then this article is for you! Below we show how big data provides unparalleled insights into customer behaviors and future needs, and show how it equips your business with the strategies needed to personalize experiences in real-time.

Aug 16, 2024 | thecxlead.com | Craig Borowski

Unlocking the potential of customer experience hinges on one key factor: cx data literacy. In this data-centric business landscape, leveraging customer data for better decision-making isn’t just an advantage — it’s a requirement. Get ready to delve into how to master cx data literacy in order to enrich customer interactions and steer your business towards informed growth.

Aug 15, 2024 | thecxlead.com | Craig Borowski

Why do empathy statements matter in customer service, and how can you and your team use them effectively? Read on to find out. An empathy statement in customer service is a phrase used by support representatives to acknowledge and understand a customer's feelings or concerns. It helps build rapport and shows that the agent genuinely cares about the customer's situation.