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Informed Decisions. Innovative Leadership.
Transforming Leadership Development for the AI‑Enhanced Contact Center
As AI reshapes the contact center, leadership determines whether CX, agent performance and ROI improve. It shows how future‑ready leadership development must blend human‑centric skills with digital and AI fluency to scale automation without losing trust, empathy or consistency.
Cass Ferris
Mar 237 min read
Where Heart Meets Tech: Elevating Human Potential with AI in the Contact Center
Integrating AI in contact centers boosts efficiency and customer experience, but human connection remains key. By automating routine tasks and supporting agents with insights, companies can deliver fast, accurate service while preserving empathy in complex situations, striking a balance that drives success.
Cass Ferris
Oct 20, 20255 min read
Achieving CX Excellence in Remote Contact Centers
With the right tech and processes, businesses can leverage remote work, adapt to changes, and boost employee and customer satisfaction.
Cass Ferris
Oct 7, 20246 min read
Revitalizing Customer Experience: The Untapped Power of Employee Value Propositions
A well-crafted and communicated EVP can help hire and retain exceptional talent and create a more engaged and productive team.
Cass Ferris
Aug 7, 20246 min read
Gamification: Leveling Up the Employee Experience
Gamification has been increasingly acknowledged as a tool for achieving motivational and behavioral goals for individuals and teams.
Cass Ferris
Apr 19, 20246 min read
Improving the Customer Experience Through Peer Mentoring
Peer mentor programs offer a multitude of benefits to both mentees and mentors.
Cass Ferris
Sep 11, 20234 min read
Enhancing The Customer Experience By Using AI To Improve Agent Quality Through Better Coaching
Through Automated Quality Management, AI provides tools that enable quality leaders to identify coaching opportunities in near real-time.
Cass Ferris
Apr 5, 20235 min read
Using Leadership Development To Increase Retention
What can organizations do to develop leaders whose employees would never dream of leaving?
Cass Ferris
Oct 7, 20226 min read
Onboarding: The First Step In Creating An Exceptional Associate Journey
New hires can quickly determine whether the organization lives up to the promises made during the interview process.
Cass Ferris
Jul 6, 20227 min read
The Contact Center as a Voice of the Customer Tool
Because they play a significant role in the customer experience, contact center agents can serve as a credible, first-hand source of custome
Cass Ferris
May 5, 20226 min read
Improving the
Customer Experience through Peer Mentoring
Peer mentoring is often more specialized than other forms of training. The transfer of knowledge often comes from the mentor’s own, role-specific experiences. When implemented in our contact center environment, we’ve found that peer mentoring has a direct and indirect positive effect on our clients’ customers’ experience.*
CX INSIGHTS
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Improving the
Customer Experience through Peer Mentoring
Peer mentoring is often more specialized than other forms of training. The transfer of knowledge often comes from the mentor’s own, role-specific experiences. When implemented in our contact center environment, we’ve found that peer mentoring has a direct and indirect positive effect on our clients’ customers’ experience.*
CX INSIGHTS
Fast Cars, Slow Loans and Smart Software
Rising auto affordability pressures are turning financing into a long-term commitment, making transparent pricing and strong post‑purchase customer experience essential to OEM loyalty and retention.
Apr 235 min read
When Trends Become Strategy: March Proves the Playbook Is Working
March confirmed what’s been building for years: the OEMs pulling ahead are the ones turning market shifts into deliberate, customer-driven strategies. For CX leaders, each shift opens new moments to deepen relationships, and the brands that deliver seamless, human-centered support will convert transactions into long-term loyalty.
Mar 254 min read
The Great Recalibration: OEMs Rewrite the Playbook
February’s reset is about relationships as much as revenue, with every customer touchpoint shaping trust as subscriptions grow. OEMs that focus on seamless onboarding, proactive support and easy renewals will retain customers and turn them into advocates through strong CX.
Feb 253 min read
CES 2026: When Robots Win Awards and Cars Learn to Read Your Mood
At CES 2026, every new high‑tech feature ultimately creates a new customer support need, proving that even as cars and AI get smarter, they still require humans to help when things go wrong.
Jan 203 min read
Rearview Mirrors & Roads Ahead; 2025's Greatest Hits and What's Revving Up for 2026
Since 2018, we’ve tracked the auto industry’s biggest shifts. From connected cars and EV adoption to autonomy’s rise and stall, pandemic pivots, and supply chain shocks. Now, with 2025 delivering on bold promises and pragmatism replacing rigid mandates, we’re launching our first “Rearview Mirrors & Roads Ahead” to recap the year and preview the trends shaping 2026.
Dec 8, 20254 min read
Adapting at Highway Speed: OEMs Pivot on Price, Product and Platform
The automotive industry is proving that adapting quickly and planning for the future is key to staying ahead.
Dec 8, 20253 min read
Strategy in Motion: October Proves the Playbook Could Work
The automotive industry is proving that adapting quickly and planning for the future is key to staying ahead.
Nov 11, 20253 min read
The Pragmatist's Revolution: What September Revealed About the Automotive Playbook
September surprised the auto world by trading moonshots for introspection, revealing that customer choice, human-guided AI, and real robotaxis are driving a smarter recalibration.
Oct 9, 20254 min read
From Rival Partnerships to Self-Driving Trucks: The Industry Landscape is Quietly Transforming
The automotive landscape is rapidly evolving, where conventional limits dissolve, surprising partnerships emerge, and innovation drives a future defined by exhilarating uncertainty.
Sep 4, 20255 min read
Pedal to the Metal: OEMs Accelerate Into Tech Revolution
Automakers today aren’t just building vehicles—they’re designing experiences, sparking connections, and even rethinking insurance to make it less of a headache.
Aug 12, 20254 min read
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