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

Required Reading: CX Design Requires an Organizational Redesign

3 weeks 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

4 weeks 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

4 weeks 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?

1 month 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

1 month 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

1 month 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

2 months ago | 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.
Meta’s Threads Starts Showing Ads

2 months ago | destinationcrm.com | Leonard Klie

By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com Meta Platform's Threads, the app that Mark Zuckerberg launched in July 2023 to take on X, last week added ads in its mobile app in the United States and Japan as it seeks to monetize the platform used by as many as 300 million people every month.
Required Reading: AI Is Creating Support Experiences, Not Just Journeys

Jan 24, 2025 | destinationcrm.com | Leonard Klie

By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com In his new book, Support Experience: How Innovative Companies Use Artificial Intelligence to Win the Hearts, Minds, and Wallets of Customers, Krishna Raj Raja, founder and CEO of SupportLogic, provides strategies for leveraging AI to gain a competitive edge by deeply understanding and meeting customer needs.
TikTok's Uncertain Future Leaves Marketers Scrambling

Jan 20, 2025 | destinationcrm.com | Leonard Klie

By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com TikTok went dark for a few hours on Sunday, Jan. 19, when the U.S. Supreme Court declined on Friday to overturn a ban on the Chinese social media app in the United States passed by Congress and signed into law by then-president Joe Biden.