Blog
Is Human Customer Support Becoming a Luxury? What Service Leaders Must Decide Now
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.
Why Your Service Team Isn’t Changing, and How the RAFT Formula Can Help
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.
Clean Data, Warm Service: Where AI Should End and Humans Should Begin
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.
Connection Is Efficient: The 3 Human Service Skills AI Can’t Replace
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.
The Importance of Getting Feedback
What is Feedback? The term ‘feedback’ is used to describe the helpful information or criticism about prior action or behavior from an individual, communicated to
Ways To Maintain Your Motivation
Maintaining your motivation in your journey to achieving your goals and success is one of the most difficult tasks you must handle. People give up
Latest Podcasts
Episode 281 : Is Human Support Becoming a Luxury? with Ben Rosenberg
Guest Bio Ben Rosenberg is a seasoned SaaS professional with two decades of customer experience experience at fast growth companies. His background lies in building
Episode 280: The Skills AI Can’t Replace: Why Human Service Still Wins with Jeff Toister
Guest Bio Jeff Toister’s very first customer service interaction ended in a service failure. Rather than walk away, he became obsessed with figuring out what
Episode 279: Where AI Ends and Humans Begin: Building Customer Success on Clean Data
Rebecca Stone is Chief Customer and Marketing Officer at Plume, where she leads customer and marketing strategy, brand positioning, customer experience, and go-to-market initiatives. She