Coaching just got a whole lot more scalable Hi Reader We all say coaching matters. But most contact centers only review 1–3% of calls. Not because they don’t want to do more—but because they can’t. Fred Stacey sees a way forward. And yes, it involves AI. “Typically, you're at a one to 15 ratio, where one supervisor to 15 [agents]… The first thing that [AI] does is it scales it to 100%.” On CX Passport, Fred talks about AI not as a buzzword—but as a tool that can finally help CX leaders do the...

Something New Happened Hi Reader This one felt different. Not just because of the guest (though Jessica “JP” Posey is always electric), but because we were sitting together, in person, recording the very first episode ever at the brand-new Kit Studios in Chicago! There’s something about a fresh space. New mics. The buzz of being somewhere built with intention. And that intention? It’s not just about soundproof walls or camera angles. This is all about experience. JP explains how this isn’t an...

Even if it is Wednesday Finding your voice in customer experience isn’t always easy. Especially when it feels like the industry already has a “cool kids’ table” you’re supposed to sit at. Beth Karawan shares what it’s like to feel that way…to question the “plastics”. She also shares what happens when you stop chasing the clique—and start building your own tribe instead. “Slowly but surely, I found my tribe, as it were, of people who were also questioning the status quo.” Beth and I first...