Leonard Klie

New York

Editor-in-Chief at CRM Magazine

Editor-in-Chief at Information Today

Editor-in-Chief at Smart Customer Service

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Articles

U.S. Consumers Received Nearly 5 Billion Robocalls in April 2025

6 days ago | destinationcrm.com | Leonard Klie

U.S. consumers received just slightly less than 5 billion robocalls in April, marking a 3 percent increase from March, according to YouMail's latest Robocall Index. April's robocall volume reached its highest number since August of 2023. Additionally, the first four months of 2025 have seen 18.9 billion robocalls, which is an 11.93 percent increase compared to the first four months of 2024.
Don’t Let Tariffs Sabotage Customer Service

1 week ago | destinationcrm.com | Leonard Klie

By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com Let’s face it, market volatility is here to stay while companies and countries negotiate with the Trump administration to reach a deal on tariffs. In the meantime, stock market turmoil, sourcing concerns, potentially higher production costs, supply chain disruption, and far more will threaten companies and leave the U.S. economy in a state of flux.
Advertising Needs a Better Proofreader

3 weeks ago | destinationcrm.com | Leonard Klie

By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com As an editor, I care very much about proper grammar; it is key to what I do and who I am. Improper grammar really gets under my skin, and it’s even worse when the people guilty of it are trying to convince me to spend my money on their products or services.
Required Reading: CX Design Requires an Organizational Redesign

1 month ago | destinationcrm.com | Leonard Klie

In Supercharging the Customer Experience: How Organizational Alignment Drives Performance, customer experience and business transformation experts Alan Williams, founder and managing director of ServiceBrand Global, and Dave Stubberfield, director and principal consultant at Carter Consultancy, provide a framework for the design and implementation of customer experiences from an informed, practical, and operational perspective.
Pre-Employment Assessments Address Call Center Retention

1 month ago | destinationcrm.com | Leonard Klie

As call centers worldwide face an ongoing challenge hiring and retaining top-performing customer service representatives, JOBehaviors, a pre-employment behavioral assessments provider, is offering a Call Center Customer Service Agent Assessment. The high turnover rate in the call center industry comes at a steep cost. According to industry research, hiring, training, and replacing a single CSR can range from $7,500 to $10,000.
Pre-Employment Assessments Address Call Center Retention

1 month ago | smartcustomerservice.com | Leonard Klie

As call centers worldwide face an ongoing challenge hiring and retaining top-performing customer service representatives, JOBehaviors, a pre-employment behavioral assessments provider, is offering a Call Center Customer Service Agent Assessment. The high turnover rate in the call center industry comes at a steep cost. According to industry research, hiring, training, and replacing a single CSR can range from $7,500 to $10,000.
Do We Still Need DEI in Customer Service?

2 months ago | destinationcrm.com | Leonard Klie

By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com President Donald Trump ran on a platform of getting rid of diversity, equity, and inclusion (DEI) initiatives in the U.S. government. With a number of executive orders, he has followed through on this, spurring a lot of legal challenges and protests.
OpenAI Was the Biggest Disrupter. Now, That Could Change

2 months ago | speechtechmag.com | Leonard Klie

Few people have upended the technology world in as dramatic a fashion as Sam Altman, CEO of OpenAI, which in November 2022 launched the first real form of generative artificial intelligence and large language models with ChatGPT.
Required Reading: Personalization Will Yield $2 Trillion If Done Right

2 months ago | destinationcrm.com | Leonard Klie

In Personalized: Customer Strategy in the Age of AI, Boston Consulting Group senior partner Mark Abraham and Harvard Business School senior lecturer David Edelman predict that AI-powered personalization will become the ultimate advantage and that the next decade will witness $2 trillion in growth from the companies that get it right. To help companies get there, they offer the Personalization Index, a way to measure personalization at scale.
Don’t Let Fear Deter CX Investments in 2025

Feb 10, 2025 | destinationcrm.com | Leonard Klie

By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com A new U.S. presidential administration is taking shape, and consumer sentiment is on the rise. A new MFour Studio consumer survey found that 44 percent are feeling optimistic about the overall state of the economy in the new year, 59 percent expect their financial situations to improve this year, 37 percent expect to spend the same on necessities, and 36 percent anticipate spending more on non-essentials.