Donna Duncan-Scott – I had the pleasure to work with her during 2005 to 2006 – a very trying time in my life as I just given birth to my daughter Summer at the tender age of 24 and everything she says in this article is 100% true and I can say this because I experienced it myself! Leadership 101 – my inspiration for PTOS
Automation is creating a two tier service model. CX expert Yanique Grant and ChurnZero’s Ben Rosenberg explore where AI falls short, why course based training is dying, and how to keep the human moments that win loyalty.
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.
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.
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.
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