Training alone rarely changes behaviour. CX expert Yanique Grant and executive coach Terez Rijkenberg share the RAFT formula and Radical Adaptability framework for leading lasting change in service teams.
Why Your Service Team Isn’t Changing, and How the RAFT Formula Can Help Read More »
AI is only as good as your customer data. CX expert Yanique Grant and Plume’s Rebecca Stone explain how to centralize messy data, use AI to carry context, and protect the human moments that matter.
Clean Data, Warm Service: Where AI Should End and Humans Should Begin Read More »
Warm greetings make calls 16% shorter. CX expert Yanique Grant and author Jeff Toister unpack the three human service skills AI can’t replace: connection, understanding and advocacy.
Connection Is Efficient: The 3 Human Service Skills AI Can’t Replace Read More »
20 questions that reveal what your customer experience is really costing you in retention, reputation and revenue. Score yourself in ten minutes and find out where your service is leaking.
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Yanique Grant | ElevateCX | yaniquegrant.com