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The CX Advantage
Gain a leg up in support with on-demand learning. Our blogs break down each course, making it easier to understand the concepts and see the real benefits.
Playbooks
Designing Personalization in CX: Turning Data and AI into Meaningful Human Moments
Learn how to design personalization in CX using data and AI to create human-centered experiences that build trust, drive loyalty, and turn customer insights into meaningful action.
12 hours ago
AI-Ready, Human-Focused: Building the Future of Seamless Customer Experience
AI is redefining what great customer experience looks like. Learn how to create an AI-ready customer experience that blends automation and empathy—guided by the Rapid AI Readiness Playbook.
Nov 6
Stop Managing. Start Leading: Lessons from Coach Rios
In this CX Collective Spotlight, Coach Rios shares his leadership philosophy: stop managing, start leading. Explore how trust, feedback, and purpose transform CX teams from good to great.
Oct 29
From Oversight to Impact: 5 Ways Intentional Coaching Transforms BPO Performance
Learn five signs your coaching is driving real BPO performance. Build accountability, strengthen vendor relationships, and transform outsourcing into a growth engine.
Oct 16
The Engine of Holiday Success: Mastering the Art of Holiday CX Forecasting
Learn how holiday CX forecasting powers your seasonal success. Discover how to anticipate demand, adapt in real time, and keep your team ready for any customer challenge during the holidays.
Oct 8
Is Your CX Team Ready for AI? How to Know, What to Expect, and What to Avoid
Thinking about bringing AI into your customer experience strategy? In this article, we break down how to assess your readiness for AI, how long a typical rollout takes, and what challenges most CX teams face along the way.
Sep 24
How to Handle Escalations Like a Pro: 5 Leadership Tips for Staying Cool Under Pressure
Escalations are inevitable, but they don’t have to shake your confidence. In this blog, you’ll learn how to handle escalations with five proven leadership strategies that keep you calm under pressure, build trust with your team, and turn tense moments into opportunities for growth.
Sep 17
From Manager to Leader: 5 Coaching Habits That Build High-Performing Support Teams
Ready to level up your leadership game? These 5 coaching habits help support team managers evolve into confident, people-first leaders. It starts with mindset, and it ends with empowered teams.
Sep 10
5 Proven Tips for Building a Coaching Program That Actually Works
A strong coaching program is the foundation of any high-performing CX team. Learn five proven tips like using the CARE feedback framework and tying coaching to career growth to build a program that drives real results.
Sep 3
Building a Strategic BPO Partnership: Beyond Cost-Cutting
Learn how to build a BPO partnership that acts as a true extension of your team. This blog covers timing, selection, negotiation, and onboarding strategies that elevate CX impact.
Aug 20
Transforming CX Leadership: From Whack-a-Mole to Strategic Excellence
Most CX leaders weren’t trained for the job. The Certified Performance Leader path helps them go from reactive managers to strategic operators using proven frameworks and measurable results.
Aug 13
Unlocking Influence: How CX Leaders Gain a Strategic Seat at the Table
Learn how to build CX leadership influence and gain a strategic seat at the table. Discover how to communicate in leadership’s language, build trust, and drive business outcomes.
Aug 6
CX Leadership Time Management: The Blueprint for Mastering Time and Leadership Success
Ready to lead with intention? This guide reveals how CX leaders can reclaim their time, create strategic rhythms, and step into impactful leadership roles.
Jul 20
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