CX RIOT RADIO

Focus. Mindset. Clarity. Action. These are the things that will catapult you to excellence. Create systems and checklists WITHOUT being too rigid, and execute with the end result in mind. Welcome to Season 3 of CX Riot Radio. Merch: https://cx-riot-radio.printify.me/products Books: https://caffcx.blogspot.com/p/cx-riot-radio-books.html

We go over this article: https://www.forrester.com/blogs/cancel-the-cost-center-culture-in-customer-service/ No... it's not confirmation bias. Why would you say that? Here's the Caffeinated CX Linktree: https://linktr.ee/caffcx

The one simple equation that will elevate your company to new heights The Caffeinated CX Linktree: https://linktr.ee/caffcx

What are the four major skills you should be developing as a CSR?  Hiring managers, what are the four skills you want to look out for when hiring CSRs? Listen to the episode to find out.. Blog: https://caffcx.blogspot.com/ Twitter: https://twitter.com/caffeinatedcx LinkedIn: https://www.linkedin.com/in/davidjpowers2/

Just a rant. caffcx.blogspot.com

You know who likes Chatbots? Chatbot designers. Periodt, as the kids say.  caffcx.blogspot.com

See the title. caffcx.blogspot.com

Why do we only spend only one week a year appreciating the hard working people in Customer Service? Why do we call Contact Centers cost centers? Why don't we celebrate CX all year long? Let's do that. caffcx.blogspot.com  (I'm cheap)

Happy Day 5 of Customer Service Week!!! caffcx.blogspot.com

For Customer Service Week, I sat down with John Akhoian, the CEO of Rooter Hero Plumbing and picked his brain about CX, EX, and customer-centricity.  (Full Disclosure: I work for Rooter Hero Plumbing) caffcx@blogspot.com rooterhero.com

On the 4th Day of Customer Service Week, my true love gave to me..... help!

Day 3 of Customer Service Week caffcx.blogspot.com

For a sustained and transformative CX/EX transformation, there needs to be a culture revolution. caffcx.blogspot.com

Happy Customer Service Week! Here's Episode 2: The Power of OTTER caffcx.blogspot.com

Welcome to Customer Service Week! Here's episode 1, Nerdy CX Stats! caffcx.blogspot.com

Today we talk about the importance of keeping CX simple. Blog: https://caffcx.blogspot.com/

Hey! Welcome to the first episode of Caffeinated CX! Your go to for highly caffeinated CX tips, tactics, and strategies. Built for Contact Center Agents, Team Leads, Supervisors, and Managers/Directors. Let's start a CX Rebellion.  Follow me on LinkedIn: https://www.linkedin.com/in/davidjpowers2/ Follow the Blog: https://caffcx.blogspot.com/

The bag ripped. The straw dissolved. The cashier got yelled at.This isn’t about politics it’s about customer experience under constraint.Paper bags, PAGA, product bans, and why businesses pay for rules they didn’t write.Here's the LinkTree: https://linktr.ee/caffcx

In the trades, most companies talk about “customer experience” like it belongs to one department: the call center, marketing, or the frontline team.But the truth is simpler, and way more powerful:Customer Experience is everyone’s job.From CSR to dispatcher…From payroll to accounting…From warehouse to IT…From leadership to the janitor…Every role either reduces friction or adds friction.Every decision either builds trust or erodes it.In this episode, we break down the idea of Group CX — a culture where the entire organization owns how the customer feels:✔ how back-office teams shape loyalty✔ why EX = CX²✔ how leadership tone flows outward✔ why “that’s not my job” destroys trust✔ and why loyalty is built internally firstIf you work in plumbing, HVAC, or electrical service — and you’re serious about building a company customers want to call — this episode is for you.Customer experience isn’t a department.It’s the way you treat people.Inside and out.Here's the LinkTree: https://linktr.ee/caffcx

In the trades, your brand isn’t built in the boardroom.It isn’t built by marketing.It isn’t built by leadership decks or mission statements.Your real reputation is built by the people you probably pay the least, the CSRs answering the phones, the dispatchers managing chaos, and the installers walking into customers’ homes every single day.In this New Year’s Eve episode, we go deep on what real CX leadership looks like in blue-collar service companies; plumbing, HVAC, electrical, and beyond. We talk about why most companies undervalue the front line, how that destroys loyalty, and what leadership must change if we want to build organizations people are proud to belong to.Here's the LinkTree: https://linktr.ee/caffcx