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//images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=750&q=50&fm=webp 750w, //images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=828&q=50&fm=webp 828w, //images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=1080&q=50&fm=webp 1080w, //images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=1200&q=50&fm=webp 1200w, //images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=1920&q=50&fm=webp 1920w, //images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=2048&q=50&fm=webp 2048w, //images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=3840&q=50&fm=webp 3840w" src="//images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=3840&q=50&fm=webp"/></div></a><div class="w-full p-4 flex flex-col flex-grow desktop-sm:p-[18px] desktop-lg:p-6"><div class="flex justify-between mb-4 tablet-sm:mb-5 desktop-sm:mb-3 desktop-lg:mb-4"><div class="inline-flex items-center w-fit rounded-[100px] px-3 py-1 text-mobile-sm/label-2 transition-colors uppercase focus:outline-none focus:ring-2 focus:ring-ring focus:ring-offset-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 bg-highlight text-black">CX</div><div class="flex items-center justify-center"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" fill="none"><path fill="#000" d="M8 16A8 8 0 1 1 8 0a8 8 0 0 1 0 16m.8-8V4H7.2v5.6H12V8z"></path></svg><span class="ps-1.5 text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/body-3">37:18</span></div></div><div class="text-mediumGrey text-mobile-sm/label-1 mb-2 uppercase tablet-sm:mb-2 tablet-sm:text-tablet-sm/overline-3 desktop-sm:mb-3 desktop-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/overline-3">Episode 15</div><a class="text-left" href="/cx-wise/podcasts/bill-price/"><h5 class="text-mobile-sm/body-1-bold max-w-[276px] line-clamp-2 tablet-sm:max-w-[304px] tablet-sm:text-tablet-sm/heading-5 desktop-sm:max-w-[261px] desktop-sm:text-tablet-sm/heading-5 desktop-sm:line-clamp-none desktop-lg:max-w-[350px] desktop-lg:text-desktop-large/heading-4 hover:text-primaryOceanBlue hover:underline">What Real Customer Conversations Taught Bill Price About CX</h5></a><a class="mt-auto" href="/cx-wise/podcasts/bill-price/"><span class="flex items-center gap-3 text-baseBlack hover:text-primaryOceanBlue hover:underline dark:text-black mt-6 cursor-pointer desktop-sm:mt-5 desktop-lg:mt-8"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 12 12" class="fill-primaryOceanBlue h-3.5 w-3.5 desktop-lg:h-[18px] desktop-lg:w-[18px] rtl:-scale-100"><g clip-path="url(#arrow_svg__a)"><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path></g><defs><clipPath id="arrow_svg__a"><path d="M0 .114h12v11.371H0z"></path></clipPath></defs></svg><span class="whitespace-nowrap text-center uppercase text-mobile-sm/label-1 tablet-sm:text-tablet-sm/overline-4 desktop-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">WATCH NOW</span></span></a></div></div></div></div><div class="mx-2"><div class="bg-oceanBridgeBottomRight p-0.5 rounded-[8px] h-full tablet-sm:rounded-[16px] w-[312px] tablet-sm:w-[336px] desktop-sm:w-[300px] desktop-lg:w-[400px]"><div class="bg-white flex flex-col items-start rounded-[6px] overflow-hidden tablet-sm:rounded-[14px] h-full"><a class="block w-full" href="/cx-wise/podcasts/ian-golding/"><div class="relative w-full h-[172px] tablet-sm:h-[172px] desktop-sm:h-[188px] desktop-lg:h-[232px]"><img alt="Ian Golding Podcasts Tile" loading="lazy" decoding="async" data-nimg="fill" class="rounded-tl-[6px] rounded-tr-[6px] object-cover block" 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1920w, //images.ctfassets.net/ukazlt65o6hl/4vWyXMtLxUET3t3HPpUNjJ/b209c42e217b2ee462c769f3a11cc8f1/Ian_Golding_Podcasts_Tile.png?w=2048&q=50&fm=webp 2048w, //images.ctfassets.net/ukazlt65o6hl/4vWyXMtLxUET3t3HPpUNjJ/b209c42e217b2ee462c769f3a11cc8f1/Ian_Golding_Podcasts_Tile.png?w=3840&q=50&fm=webp 3840w" src="//images.ctfassets.net/ukazlt65o6hl/4vWyXMtLxUET3t3HPpUNjJ/b209c42e217b2ee462c769f3a11cc8f1/Ian_Golding_Podcasts_Tile.png?w=3840&q=50&fm=webp"/></div></a><div class="w-full p-4 flex flex-col flex-grow desktop-sm:p-[18px] desktop-lg:p-6"><div class="flex justify-between mb-4 tablet-sm:mb-5 desktop-sm:mb-3 desktop-lg:mb-4"><div class="inline-flex items-center w-fit rounded-[100px] px-3 py-1 text-mobile-sm/label-2 transition-colors uppercase focus:outline-none focus:ring-2 focus:ring-ring focus:ring-offset-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 bg-highlight text-black">CX</div><div class="flex items-center justify-center"><svg 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CX</h5></a><a class="mt-auto" href="/cx-wise/podcasts/ian-golding/"><span class="flex items-center gap-3 text-baseBlack hover:text-primaryOceanBlue hover:underline dark:text-black mt-6 cursor-pointer desktop-sm:mt-5 desktop-lg:mt-8"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 12 12" class="fill-primaryOceanBlue h-3.5 w-3.5 desktop-lg:h-[18px] desktop-lg:w-[18px] rtl:-scale-100"><g clip-path="url(#arrow_svg__a)"><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path></g><defs><clipPath id="arrow_svg__a"><path d="M0 .114h12v11.371H0z"></path></clipPath></defs></svg><span class="whitespace-nowrap text-center uppercase text-mobile-sm/label-1 tablet-sm:text-tablet-sm/overline-4 desktop-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">WATCH NOW</span></span></a></div></div></div></div><div class="mx-2"><div class="bg-oceanBridgeBottomRight p-0.5 rounded-[8px] h-full tablet-sm:rounded-[16px] w-[312px] tablet-sm:w-[336px] desktop-sm:w-[300px] desktop-lg:w-[400px]"><div class="bg-white flex flex-col items-start rounded-[6px] overflow-hidden tablet-sm:rounded-[14px] h-full"><a class="block w-full" href="/cx-wise/podcasts/jeff-sheehan/"><div class="relative w-full h-[172px] tablet-sm:h-[172px] desktop-sm:h-[188px] desktop-lg:h-[232px]"><img alt="Jeff Sheehan Podcasts Tile" 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//images.ctfassets.net/ukazlt65o6hl/5VhbYDmfQl62BwFey6uHO9/718eff3a69858673aafab964ae38d358/Jeff_Sheehan_Podcasts_Tile.png?w=1920&q=50&fm=webp 1920w, //images.ctfassets.net/ukazlt65o6hl/5VhbYDmfQl62BwFey6uHO9/718eff3a69858673aafab964ae38d358/Jeff_Sheehan_Podcasts_Tile.png?w=2048&q=50&fm=webp 2048w, //images.ctfassets.net/ukazlt65o6hl/5VhbYDmfQl62BwFey6uHO9/718eff3a69858673aafab964ae38d358/Jeff_Sheehan_Podcasts_Tile.png?w=3840&q=50&fm=webp 3840w" src="//images.ctfassets.net/ukazlt65o6hl/5VhbYDmfQl62BwFey6uHO9/718eff3a69858673aafab964ae38d358/Jeff_Sheehan_Podcasts_Tile.png?w=3840&q=50&fm=webp"/></div></a><div class="w-full p-4 flex flex-col flex-grow desktop-sm:p-[18px] desktop-lg:p-6"><div class="flex justify-between mb-4 tablet-sm:mb-5 desktop-sm:mb-3 desktop-lg:mb-4"><div class="inline-flex items-center w-fit rounded-[100px] px-3 py-1 text-mobile-sm/label-2 transition-colors uppercase focus:outline-none focus:ring-2 focus:ring-ring focus:ring-offset-2 tablet-sm:text-tablet-sm/label-1 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.188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path></g><defs><clipPath id="arrow_svg__a"><path d="M0 .114h12v11.371H0z"></path></clipPath></defs></svg><span class="whitespace-nowrap text-center uppercase text-mobile-sm/label-1 tablet-sm:text-tablet-sm/overline-4 desktop-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">WATCH NOW</span></span></a></div></div></div></div></div></div><div class="gap-2.5 justify-center items-center mt-8 tablet-sm:mt-14 tablet-sm:gap-4 hidden"></div></div><div class="hidden desktop-sm:grid desktop-sm:grid-flow-col gap-3.5 desktop-lg:gap-4"><div class="bg-oceanBridgeBottomRight p-0.5 rounded-[8px] h-full tablet-sm:rounded-[16px] w-[312px] tablet-sm:w-[336px] desktop-sm:w-[300px] desktop-lg:w-[400px]"><div class="bg-white flex flex-col items-start rounded-[6px] overflow-hidden tablet-sm:rounded-[14px] h-full"><a class="block w-full" href="/cx-wise/podcasts/bill-price/"><div class="relative w-full h-[172px] tablet-sm:h-[172px] desktop-sm:h-[188px] desktop-lg:h-[232px]"><img alt="Bill Price Podcasts Tile" loading="lazy" decoding="async" data-nimg="fill" class="rounded-tl-[6px] rounded-tr-[6px] object-cover block" style="position:absolute;height:100%;width:100%;left:0;top:0;right:0;bottom:0;color:transparent" sizes="100vw" srcSet="//images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=640&q=50&fm=webp 640w, //images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=750&q=50&fm=webp 750w, //images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=828&q=50&fm=webp 828w, //images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=1080&q=50&fm=webp 1080w, //images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=1200&q=50&fm=webp 1200w, //images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=1920&q=50&fm=webp 1920w, //images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=2048&q=50&fm=webp 2048w, //images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=3840&q=50&fm=webp 3840w" src="//images.ctfassets.net/ukazlt65o6hl/90LzjQq4zQp9ZgoBPFTci/631cbd19b9d99a34c2e9fa56f71e70b4/Bill_Price_Podcasts_Tile.png?w=3840&q=50&fm=webp"/></div></a><div class="w-full p-4 flex flex-col flex-grow desktop-sm:p-[18px] desktop-lg:p-6"><div class="flex justify-between mb-4 tablet-sm:mb-5 desktop-sm:mb-3 desktop-lg:mb-4"><div class="inline-flex items-center w-fit rounded-[100px] px-3 py-1 text-mobile-sm/label-2 transition-colors uppercase focus:outline-none focus:ring-2 focus:ring-ring focus:ring-offset-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 bg-highlight text-black">CX</div><div class="flex items-center justify-center"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" fill="none"><path fill="#000" d="M8 16A8 8 0 1 1 8 0a8 8 0 0 1 0 16m.8-8V4H7.2v5.6H12V8z"></path></svg><span class="ps-1.5 text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/body-3">37:18</span></div></div><div class="text-mediumGrey text-mobile-sm/label-1 mb-2 uppercase tablet-sm:mb-2 tablet-sm:text-tablet-sm/overline-3 desktop-sm:mb-3 desktop-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/overline-3">Episode 15</div><a class="text-left" href="/cx-wise/podcasts/bill-price/"><h5 class="text-mobile-sm/body-1-bold max-w-[276px] line-clamp-2 tablet-sm:max-w-[304px] tablet-sm:text-tablet-sm/heading-5 desktop-sm:max-w-[261px] desktop-sm:text-tablet-sm/heading-5 desktop-sm:line-clamp-none desktop-lg:max-w-[350px] desktop-lg:text-desktop-large/heading-4 hover:text-primaryOceanBlue hover:underline">What Real Customer Conversations Taught Bill Price About CX</h5></a><a class="mt-auto" href="/cx-wise/podcasts/bill-price/"><span class="flex items-center gap-3 text-baseBlack hover:text-primaryOceanBlue hover:underline dark:text-black mt-6 cursor-pointer desktop-sm:mt-5 desktop-lg:mt-8"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 12 12" class="fill-primaryOceanBlue h-3.5 w-3.5 desktop-lg:h-[18px] desktop-lg:w-[18px] rtl:-scale-100"><g clip-path="url(#arrow_svg__a)"><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path></g><defs><clipPath id="arrow_svg__a"><path d="M0 .114h12v11.371H0z"></path></clipPath></defs></svg><span class="whitespace-nowrap text-center uppercase text-mobile-sm/label-1 tablet-sm:text-tablet-sm/overline-4 desktop-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">WATCH NOW</span></span></a></div></div></div><div class="bg-oceanBridgeBottomRight p-0.5 rounded-[8px] h-full tablet-sm:rounded-[16px] w-[312px] tablet-sm:w-[336px] desktop-sm:w-[300px] desktop-lg:w-[400px]"><div class="bg-white flex flex-col items-start rounded-[6px] overflow-hidden tablet-sm:rounded-[14px] h-full"><a class="block w-full" href="/cx-wise/podcasts/ian-golding/"><div class="relative w-full h-[172px] tablet-sm:h-[172px] desktop-sm:h-[188px] desktop-lg:h-[232px]"><img alt="Ian Golding Podcasts Tile" loading="lazy" decoding="async" data-nimg="fill" class="rounded-tl-[6px] rounded-tr-[6px] object-cover block" style="position:absolute;height:100%;width:100%;left:0;top:0;right:0;bottom:0;color:transparent" sizes="100vw" srcSet="//images.ctfassets.net/ukazlt65o6hl/4vWyXMtLxUET3t3HPpUNjJ/b209c42e217b2ee462c769f3a11cc8f1/Ian_Golding_Podcasts_Tile.png?w=640&q=50&fm=webp 640w, //images.ctfassets.net/ukazlt65o6hl/4vWyXMtLxUET3t3HPpUNjJ/b209c42e217b2ee462c769f3a11cc8f1/Ian_Golding_Podcasts_Tile.png?w=750&q=50&fm=webp 750w, 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src="//images.ctfassets.net/ukazlt65o6hl/4vWyXMtLxUET3t3HPpUNjJ/b209c42e217b2ee462c769f3a11cc8f1/Ian_Golding_Podcasts_Tile.png?w=3840&q=50&fm=webp"/></div></a><div class="w-full p-4 flex flex-col flex-grow desktop-sm:p-[18px] desktop-lg:p-6"><div class="flex justify-between mb-4 tablet-sm:mb-5 desktop-sm:mb-3 desktop-lg:mb-4"><div class="inline-flex items-center w-fit rounded-[100px] px-3 py-1 text-mobile-sm/label-2 transition-colors uppercase focus:outline-none focus:ring-2 focus:ring-ring focus:ring-offset-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 bg-highlight text-black">CX</div><div class="flex items-center justify-center"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" fill="none"><path fill="#000" d="M8 16A8 8 0 1 1 8 0a8 8 0 0 1 0 16m.8-8V4H7.2v5.6H12V8z"></path></svg><span class="ps-1.5 text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/body-3">36:00</span></div></div><div class="text-mediumGrey text-mobile-sm/label-1 mb-2 uppercase tablet-sm:mb-2 tablet-sm:text-tablet-sm/overline-3 desktop-sm:mb-3 desktop-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/overline-3">Episode 11</div><a class="text-left" href="/cx-wise/podcasts/ian-golding/"><h5 class="text-mobile-sm/body-1-bold max-w-[276px] line-clamp-2 tablet-sm:max-w-[304px] tablet-sm:text-tablet-sm/heading-5 desktop-sm:max-w-[261px] desktop-sm:text-tablet-sm/heading-5 desktop-sm:line-clamp-none desktop-lg:max-w-[350px] desktop-lg:text-desktop-large/heading-4 hover:text-primaryOceanBlue hover:underline">What Turning Back to the 1900s Taught Ian Golding About CX</h5></a><a class="mt-auto" href="/cx-wise/podcasts/ian-golding/"><span class="flex items-center gap-3 text-baseBlack hover:text-primaryOceanBlue hover:underline dark:text-black mt-6 cursor-pointer desktop-sm:mt-5 desktop-lg:mt-8"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 12 12" class="fill-primaryOceanBlue h-3.5 w-3.5 desktop-lg:h-[18px] desktop-lg:w-[18px] rtl:-scale-100"><g clip-path="url(#arrow_svg__a)"><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path></g><defs><clipPath id="arrow_svg__a"><path d="M0 .114h12v11.371H0z"></path></clipPath></defs></svg><span class="whitespace-nowrap text-center uppercase text-mobile-sm/label-1 tablet-sm:text-tablet-sm/overline-4 desktop-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">WATCH NOW</span></span></a></div></div></div><div class="bg-oceanBridgeBottomRight p-0.5 rounded-[8px] h-full tablet-sm:rounded-[16px] w-[312px] tablet-sm:w-[336px] desktop-sm:w-[300px] desktop-lg:w-[400px]"><div class="bg-white flex flex-col items-start rounded-[6px] overflow-hidden tablet-sm:rounded-[14px] h-full"><a class="block w-full" href="/cx-wise/podcasts/jeff-sheehan/"><div class="relative w-full h-[172px] tablet-sm:h-[172px] desktop-sm:h-[188px] desktop-lg:h-[232px]"><img alt="Jeff Sheehan Podcasts Tile" loading="lazy" decoding="async" data-nimg="fill" class="rounded-tl-[6px] rounded-tr-[6px] object-cover block" style="position:absolute;height:100%;width:100%;left:0;top:0;right:0;bottom:0;color:transparent" sizes="100vw" srcSet="//images.ctfassets.net/ukazlt65o6hl/5VhbYDmfQl62BwFey6uHO9/718eff3a69858673aafab964ae38d358/Jeff_Sheehan_Podcasts_Tile.png?w=640&q=50&fm=webp 640w, //images.ctfassets.net/ukazlt65o6hl/5VhbYDmfQl62BwFey6uHO9/718eff3a69858673aafab964ae38d358/Jeff_Sheehan_Podcasts_Tile.png?w=750&q=50&fm=webp 750w, //images.ctfassets.net/ukazlt65o6hl/5VhbYDmfQl62BwFey6uHO9/718eff3a69858673aafab964ae38d358/Jeff_Sheehan_Podcasts_Tile.png?w=828&q=50&fm=webp 828w, //images.ctfassets.net/ukazlt65o6hl/5VhbYDmfQl62BwFey6uHO9/718eff3a69858673aafab964ae38d358/Jeff_Sheehan_Podcasts_Tile.png?w=1080&q=50&fm=webp 1080w, //images.ctfassets.net/ukazlt65o6hl/5VhbYDmfQl62BwFey6uHO9/718eff3a69858673aafab964ae38d358/Jeff_Sheehan_Podcasts_Tile.png?w=1200&q=50&fm=webp 1200w, //images.ctfassets.net/ukazlt65o6hl/5VhbYDmfQl62BwFey6uHO9/718eff3a69858673aafab964ae38d358/Jeff_Sheehan_Podcasts_Tile.png?w=1920&q=50&fm=webp 1920w, //images.ctfassets.net/ukazlt65o6hl/5VhbYDmfQl62BwFey6uHO9/718eff3a69858673aafab964ae38d358/Jeff_Sheehan_Podcasts_Tile.png?w=2048&q=50&fm=webp 2048w, //images.ctfassets.net/ukazlt65o6hl/5VhbYDmfQl62BwFey6uHO9/718eff3a69858673aafab964ae38d358/Jeff_Sheehan_Podcasts_Tile.png?w=3840&q=50&fm=webp 3840w" src="//images.ctfassets.net/ukazlt65o6hl/5VhbYDmfQl62BwFey6uHO9/718eff3a69858673aafab964ae38d358/Jeff_Sheehan_Podcasts_Tile.png?w=3840&q=50&fm=webp"/></div></a><div class="w-full p-4 flex flex-col flex-grow desktop-sm:p-[18px] desktop-lg:p-6"><div class="flex justify-between mb-4 tablet-sm:mb-5 desktop-sm:mb-3 desktop-lg:mb-4"><div class="inline-flex items-center w-fit rounded-[100px] px-3 py-1 text-mobile-sm/label-2 transition-colors uppercase focus:outline-none focus:ring-2 focus:ring-ring focus:ring-offset-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 bg-highlight text-black">CX</div><div class="flex items-center justify-center"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" fill="none"><path fill="#000" d="M8 16A8 8 0 1 1 8 0a8 8 0 0 1 0 16m.8-8V4H7.2v5.6H12V8z"></path></svg><span class="ps-1.5 text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/body-3">34:00</span></div></div><div class="text-mediumGrey text-mobile-sm/label-1 mb-2 uppercase tablet-sm:mb-2 tablet-sm:text-tablet-sm/overline-3 desktop-sm:mb-3 desktop-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/overline-3">Episode 9</div><a class="text-left" href="/cx-wise/podcasts/jeff-sheehan/"><h5 class="text-mobile-sm/body-1-bold max-w-[276px] line-clamp-2 tablet-sm:max-w-[304px] tablet-sm:text-tablet-sm/heading-5 desktop-sm:max-w-[261px] desktop-sm:text-tablet-sm/heading-5 desktop-sm:line-clamp-none desktop-lg:max-w-[350px] desktop-lg:text-desktop-large/heading-4 hover:text-primaryOceanBlue hover:underline">What Being an Army Pilot Taught Jeff Sheehan About CX</h5></a><a class="mt-auto" href="/cx-wise/podcasts/jeff-sheehan/"><span class="flex items-center gap-3 text-baseBlack hover:text-primaryOceanBlue hover:underline dark:text-black mt-6 cursor-pointer desktop-sm:mt-5 desktop-lg:mt-8"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 12 12" class="fill-primaryOceanBlue h-3.5 w-3.5 desktop-lg:h-[18px] desktop-lg:w-[18px] rtl:-scale-100"><g clip-path="url(#arrow_svg__a)"><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path></g><defs><clipPath id="arrow_svg__a"><path d="M0 .114h12v11.371H0z"></path></clipPath></defs></svg><span class="whitespace-nowrap text-center uppercase text-mobile-sm/label-1 tablet-sm:text-tablet-sm/overline-4 desktop-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">WATCH NOW</span></span></a></div></div></div></div></div><a href="/cx-wise/podcasts/"><div class="spr-btn spr-btn-primary spr-btn-default tablet-sm:hidden mt-8"><span>VIEW ALL</span></div></a></div></section></div></div></section><section data-widget-name="widgetProductSection" id="60PjqL1dChabTQAgblXs1V"><div class="relative z-0 bg-[#F5F5F5] [--curve-height:var(--mobile-curve-height)] tablet-sm:[--curve-height:var(--tablet-curve-height)] desktop-sm:[--curve-height:var(--desktop-small-curve-height)] 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desktop-lg:text-desktop-large/label-1 bg-highlight text-black">CX</div><div class="flex items-center justify-center"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" fill="none"><path fill="#000" d="M8 16A8 8 0 1 1 8 0a8 8 0 0 1 0 16m.8-8V4H7.2v5.6H12V8z"></path></svg><span class="ps-1.5 text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/body-3">2:27</span></div></div><a class="text-left" href="/cx-wise/videos/ragy-thomas-customer-experience/"><h5 class="text-mobile-sm/body-1-bold max-w-[276px] line-clamp-2 tablet-sm:max-w-[304px] tablet-sm:text-tablet-sm/heading-5 desktop-sm:max-w-[261px] desktop-sm:text-tablet-sm/heading-5 desktop-sm:line-clamp-none desktop-lg:max-w-[350px] desktop-lg:text-desktop-large/heading-4 hover:text-primaryOceanBlue hover:underline">Ragy Thomas on AI's Role in Customer Experience Management</h5></a><a class="mt-auto" href="/cx-wise/videos/ragy-thomas-customer-experience/"><span class="flex items-center gap-3 text-baseBlack hover:text-primaryOceanBlue hover:underline dark:text-black mt-6 cursor-pointer desktop-sm:mt-5 desktop-lg:mt-8"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 12 12" class="fill-primaryOceanBlue h-3.5 w-3.5 desktop-lg:h-[18px] desktop-lg:w-[18px] rtl:-scale-100"><g clip-path="url(#arrow_svg__a)"><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path></g><defs><clipPath id="arrow_svg__a"><path d="M0 .114h12v11.371H0z"></path></clipPath></defs></svg><span class="whitespace-nowrap text-center uppercase text-mobile-sm/label-1 tablet-sm:text-tablet-sm/overline-4 desktop-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">WATCH NOW</span></span></a></div></div></div></div><div class="mx-2"><div class="bg-oceanBridgeBottomRight p-0.5 rounded-[8px] h-full tablet-sm:rounded-[16px] w-[312px] tablet-sm:w-[336px] desktop-sm:w-[300px] desktop-lg:w-[400px]"><div class="bg-white flex flex-col items-start rounded-[6px] overflow-hidden tablet-sm:rounded-[14px] h-full"><a class="block w-full" href="/cx-wise/videos/kelsey-chickering/"><div class="relative w-full h-[172px] tablet-sm:h-[172px] desktop-sm:h-[188px] desktop-lg:h-[232px]"><img alt="Kelsey Chickering Video Tile" loading="lazy" 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//images.ctfassets.net/ukazlt65o6hl/7j0A7AUv8VCW8fBWqz7NK8/4f434625efa751744bb975a60538e217/Kelsey_Chickering__Video_Tile.png?w=1920&q=50&fm=webp 1920w, //images.ctfassets.net/ukazlt65o6hl/7j0A7AUv8VCW8fBWqz7NK8/4f434625efa751744bb975a60538e217/Kelsey_Chickering__Video_Tile.png?w=2048&q=50&fm=webp 2048w, //images.ctfassets.net/ukazlt65o6hl/7j0A7AUv8VCW8fBWqz7NK8/4f434625efa751744bb975a60538e217/Kelsey_Chickering__Video_Tile.png?w=3840&q=50&fm=webp 3840w" src="//images.ctfassets.net/ukazlt65o6hl/7j0A7AUv8VCW8fBWqz7NK8/4f434625efa751744bb975a60538e217/Kelsey_Chickering__Video_Tile.png?w=3840&q=50&fm=webp"/></div></a><div class="w-full p-4 flex flex-col flex-grow desktop-sm:p-[18px] desktop-lg:p-6"><div class="flex justify-between mb-4 tablet-sm:mb-5 desktop-sm:mb-3 desktop-lg:mb-4"><div class="inline-flex items-center w-fit rounded-[100px] px-3 py-1 text-mobile-sm/label-2 transition-colors uppercase focus:outline-none focus:ring-2 focus:ring-ring focus:ring-offset-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 bg-highlight text-black">MARKETING</div><div class="flex items-center justify-center"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" fill="none"><path fill="#000" d="M8 16A8 8 0 1 1 8 0a8 8 0 0 1 0 16m.8-8V4H7.2v5.6H12V8z"></path></svg><span class="ps-1.5 text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/body-3">2:22</span></div></div><a class="text-left" href="/cx-wise/videos/kelsey-chickering/"><h5 class="text-mobile-sm/body-1-bold max-w-[276px] line-clamp-2 tablet-sm:max-w-[304px] tablet-sm:text-tablet-sm/heading-5 desktop-sm:max-w-[261px] desktop-sm:text-tablet-sm/heading-5 desktop-sm:line-clamp-none desktop-lg:max-w-[350px] desktop-lg:text-desktop-large/heading-4 hover:text-primaryOceanBlue hover:underline">The Surprising Truth About Succeeding in the Creator Economy</h5></a><a class="mt-auto" href="/cx-wise/videos/kelsey-chickering/"><span class="flex items-center gap-3 text-baseBlack hover:text-primaryOceanBlue hover:underline dark:text-black mt-6 cursor-pointer desktop-sm:mt-5 desktop-lg:mt-8"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 12 12" class="fill-primaryOceanBlue h-3.5 w-3.5 desktop-lg:h-[18px] desktop-lg:w-[18px] rtl:-scale-100"><g clip-path="url(#arrow_svg__a)"><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path></g><defs><clipPath id="arrow_svg__a"><path d="M0 .114h12v11.371H0z"></path></clipPath></defs></svg><span class="whitespace-nowrap text-center uppercase text-mobile-sm/label-1 tablet-sm:text-tablet-sm/overline-4 desktop-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">WATCH NOW</span></span></a></div></div></div></div></div></div><div class="gap-2.5 justify-center items-center mt-8 tablet-sm:mt-14 tablet-sm:gap-4 hidden"></div></div><div class="hidden desktop-sm:grid desktop-sm:grid-flow-col gap-3.5 desktop-lg:gap-4"><div class="bg-oceanBridgeBottomRight p-0.5 rounded-[8px] h-full tablet-sm:rounded-[16px] w-[312px] tablet-sm:w-[336px] desktop-sm:w-[300px] desktop-lg:w-[400px]"><div class="bg-white flex flex-col items-start rounded-[6px] overflow-hidden tablet-sm:rounded-[14px] h-full"><a class="block w-full" href="/cx-wise/videos/information-asymmetry-annette-franz/"><div class="relative w-full h-[172px] tablet-sm:h-[172px] desktop-sm:h-[188px] desktop-lg:h-[232px]"><img alt="Annette Franz Video Tile" loading="lazy" decoding="async" data-nimg="fill" class="rounded-tl-[6px] rounded-tr-[6px] object-cover block" style="position:absolute;height:100%;width:100%;left:0;top:0;right:0;bottom:0;color:transparent" sizes="100vw" srcSet="//images.ctfassets.net/ukazlt65o6hl/4PdRXAsUPIYKCfNu73MVYX/c1a0060fd02482e7ae3ca0b5804c8d51/Annette_Franz___Video_Tile.png?w=640&q=50&fm=webp 640w, //images.ctfassets.net/ukazlt65o6hl/4PdRXAsUPIYKCfNu73MVYX/c1a0060fd02482e7ae3ca0b5804c8d51/Annette_Franz___Video_Tile.png?w=750&q=50&fm=webp 750w, //images.ctfassets.net/ukazlt65o6hl/4PdRXAsUPIYKCfNu73MVYX/c1a0060fd02482e7ae3ca0b5804c8d51/Annette_Franz___Video_Tile.png?w=828&q=50&fm=webp 828w, //images.ctfassets.net/ukazlt65o6hl/4PdRXAsUPIYKCfNu73MVYX/c1a0060fd02482e7ae3ca0b5804c8d51/Annette_Franz___Video_Tile.png?w=1080&q=50&fm=webp 1080w, //images.ctfassets.net/ukazlt65o6hl/4PdRXAsUPIYKCfNu73MVYX/c1a0060fd02482e7ae3ca0b5804c8d51/Annette_Franz___Video_Tile.png?w=1200&q=50&fm=webp 1200w, //images.ctfassets.net/ukazlt65o6hl/4PdRXAsUPIYKCfNu73MVYX/c1a0060fd02482e7ae3ca0b5804c8d51/Annette_Franz___Video_Tile.png?w=1920&q=50&fm=webp 1920w, //images.ctfassets.net/ukazlt65o6hl/4PdRXAsUPIYKCfNu73MVYX/c1a0060fd02482e7ae3ca0b5804c8d51/Annette_Franz___Video_Tile.png?w=2048&q=50&fm=webp 2048w, //images.ctfassets.net/ukazlt65o6hl/4PdRXAsUPIYKCfNu73MVYX/c1a0060fd02482e7ae3ca0b5804c8d51/Annette_Franz___Video_Tile.png?w=3840&q=50&fm=webp 3840w" src="//images.ctfassets.net/ukazlt65o6hl/4PdRXAsUPIYKCfNu73MVYX/c1a0060fd02482e7ae3ca0b5804c8d51/Annette_Franz___Video_Tile.png?w=3840&q=50&fm=webp"/></div></a><div class="w-full p-4 flex flex-col flex-grow desktop-sm:p-[18px] desktop-lg:p-6"><div 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desktop-sm:text-tablet-sm/heading-5 desktop-sm:line-clamp-none desktop-lg:max-w-[350px] desktop-lg:text-desktop-large/heading-4 hover:text-primaryOceanBlue hover:underline">Decoding Information Asymmetry in CX with Annette Franz</h5></a><a class="mt-auto" href="/cx-wise/videos/information-asymmetry-annette-franz/"><span class="flex items-center gap-3 text-baseBlack hover:text-primaryOceanBlue hover:underline dark:text-black mt-6 cursor-pointer desktop-sm:mt-5 desktop-lg:mt-8"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 12 12" class="fill-primaryOceanBlue h-3.5 w-3.5 desktop-lg:h-[18px] desktop-lg:w-[18px] rtl:-scale-100"><g clip-path="url(#arrow_svg__a)"><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 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tablet-sm:rounded-[14px] h-full"><a class="block w-full" href="/cx-wise/videos/ragy-thomas-customer-experience/"><div class="relative w-full h-[172px] tablet-sm:h-[172px] desktop-sm:h-[188px] desktop-lg:h-[232px]"><img alt="Ragy Thomas Podcasts Tile" loading="lazy" decoding="async" data-nimg="fill" class="rounded-tl-[6px] rounded-tr-[6px] object-cover block" style="position:absolute;height:100%;width:100%;left:0;top:0;right:0;bottom:0;color:transparent" sizes="100vw" srcSet="//images.ctfassets.net/ukazlt65o6hl/4dE9FGj9lP6PA97JvD8M6Z/32469bcf728be15514b512073b6d047a/Ragy_Thomas_Video_Tile.png?w=640&q=50&fm=webp 640w, //images.ctfassets.net/ukazlt65o6hl/4dE9FGj9lP6PA97JvD8M6Z/32469bcf728be15514b512073b6d047a/Ragy_Thomas_Video_Tile.png?w=750&q=50&fm=webp 750w, //images.ctfassets.net/ukazlt65o6hl/4dE9FGj9lP6PA97JvD8M6Z/32469bcf728be15514b512073b6d047a/Ragy_Thomas_Video_Tile.png?w=828&q=50&fm=webp 828w, //images.ctfassets.net/ukazlt65o6hl/4dE9FGj9lP6PA97JvD8M6Z/32469bcf728be15514b512073b6d047a/Ragy_Thomas_Video_Tile.png?w=1080&q=50&fm=webp 1080w, //images.ctfassets.net/ukazlt65o6hl/4dE9FGj9lP6PA97JvD8M6Z/32469bcf728be15514b512073b6d047a/Ragy_Thomas_Video_Tile.png?w=1200&q=50&fm=webp 1200w, //images.ctfassets.net/ukazlt65o6hl/4dE9FGj9lP6PA97JvD8M6Z/32469bcf728be15514b512073b6d047a/Ragy_Thomas_Video_Tile.png?w=1920&q=50&fm=webp 1920w, //images.ctfassets.net/ukazlt65o6hl/4dE9FGj9lP6PA97JvD8M6Z/32469bcf728be15514b512073b6d047a/Ragy_Thomas_Video_Tile.png?w=2048&q=50&fm=webp 2048w, //images.ctfassets.net/ukazlt65o6hl/4dE9FGj9lP6PA97JvD8M6Z/32469bcf728be15514b512073b6d047a/Ragy_Thomas_Video_Tile.png?w=3840&q=50&fm=webp 3840w" src="//images.ctfassets.net/ukazlt65o6hl/4dE9FGj9lP6PA97JvD8M6Z/32469bcf728be15514b512073b6d047a/Ragy_Thomas_Video_Tile.png?w=3840&q=50&fm=webp"/></div></a><div class="w-full p-4 flex flex-col flex-grow desktop-sm:p-[18px] desktop-lg:p-6"><div class="flex justify-between mb-4 tablet-sm:mb-5 desktop-sm:mb-3 desktop-lg:mb-4"><div class="inline-flex items-center w-fit rounded-[100px] px-3 py-1 text-mobile-sm/label-2 transition-colors uppercase focus:outline-none focus:ring-2 focus:ring-ring focus:ring-offset-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 bg-highlight text-black">CX</div><div class="flex items-center justify-center"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" fill="none"><path fill="#000" d="M8 16A8 8 0 1 1 8 0a8 8 0 0 1 0 16m.8-8V4H7.2v5.6H12V8z"></path></svg><span class="ps-1.5 text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/body-3">2:27</span></div></div><a class="text-left" href="/cx-wise/videos/ragy-thomas-customer-experience/"><h5 class="text-mobile-sm/body-1-bold max-w-[276px] line-clamp-2 tablet-sm:max-w-[304px] tablet-sm:text-tablet-sm/heading-5 desktop-sm:max-w-[261px] desktop-sm:text-tablet-sm/heading-5 desktop-sm:line-clamp-none desktop-lg:max-w-[350px] desktop-lg:text-desktop-large/heading-4 hover:text-primaryOceanBlue hover:underline">Ragy Thomas on AI's Role in Customer Experience Management</h5></a><a class="mt-auto" href="/cx-wise/videos/ragy-thomas-customer-experience/"><span class="flex items-center gap-3 text-baseBlack hover:text-primaryOceanBlue hover:underline dark:text-black mt-6 cursor-pointer desktop-sm:mt-5 desktop-lg:mt-8"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 12 12" class="fill-primaryOceanBlue h-3.5 w-3.5 desktop-lg:h-[18px] desktop-lg:w-[18px] rtl:-scale-100"><g clip-path="url(#arrow_svg__a)"><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path></g><defs><clipPath id="arrow_svg__a"><path d="M0 .114h12v11.371H0z"></path></clipPath></defs></svg><span class="whitespace-nowrap text-center uppercase text-mobile-sm/label-1 tablet-sm:text-tablet-sm/overline-4 desktop-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">WATCH NOW</span></span></a></div></div></div><div class="bg-oceanBridgeBottomRight p-0.5 rounded-[8px] h-full tablet-sm:rounded-[16px] w-[312px] tablet-sm:w-[336px] desktop-sm:w-[300px] desktop-lg:w-[400px]"><div class="bg-white flex flex-col items-start rounded-[6px] overflow-hidden tablet-sm:rounded-[14px] h-full"><a class="block w-full" href="/cx-wise/videos/kelsey-chickering/"><div class="relative w-full h-[172px] tablet-sm:h-[172px] desktop-sm:h-[188px] desktop-lg:h-[232px]"><img alt="Kelsey Chickering Video Tile" loading="lazy" decoding="async" data-nimg="fill" class="rounded-tl-[6px] rounded-tr-[6px] object-cover block" style="position:absolute;height:100%;width:100%;left:0;top:0;right:0;bottom:0;color:transparent" sizes="100vw" srcSet="//images.ctfassets.net/ukazlt65o6hl/7j0A7AUv8VCW8fBWqz7NK8/4f434625efa751744bb975a60538e217/Kelsey_Chickering__Video_Tile.png?w=640&q=50&fm=webp 640w, //images.ctfassets.net/ukazlt65o6hl/7j0A7AUv8VCW8fBWqz7NK8/4f434625efa751744bb975a60538e217/Kelsey_Chickering__Video_Tile.png?w=750&q=50&fm=webp 750w, //images.ctfassets.net/ukazlt65o6hl/7j0A7AUv8VCW8fBWqz7NK8/4f434625efa751744bb975a60538e217/Kelsey_Chickering__Video_Tile.png?w=828&q=50&fm=webp 828w, 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desktop-sm:text-tablet-sm/heading-5 desktop-sm:line-clamp-none desktop-lg:max-w-[350px] desktop-lg:text-desktop-large/heading-4 hover:text-primaryOceanBlue hover:underline">The Surprising Truth About Succeeding in the Creator Economy</h5></a><a class="mt-auto" href="/cx-wise/videos/kelsey-chickering/"><span class="flex items-center gap-3 text-baseBlack hover:text-primaryOceanBlue hover:underline dark:text-black mt-6 cursor-pointer desktop-sm:mt-5 desktop-lg:mt-8"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 12 12" class="fill-primaryOceanBlue h-3.5 w-3.5 desktop-lg:h-[18px] desktop-lg:w-[18px] rtl:-scale-100"><g clip-path="url(#arrow_svg__a)"><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path></g><defs><clipPath id="arrow_svg__a"><path d="M0 .114h12v11.371H0z"></path></clipPath></defs></svg><span class="whitespace-nowrap text-center uppercase text-mobile-sm/label-1 tablet-sm:text-tablet-sm/overline-4 desktop-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">WATCH NOW</span></span></a></div></div></div></div></div><a href="/cx-wise/videos/"><div class="spr-btn spr-btn-primary spr-btn-default tablet-sm:hidden mt-8"><span>VIEW ALL</span></div></a></div></section></div></div></section><section data-widget-name="widgetProductSection" id="2RJEqnw9Mm2nffUewHbw3X"><div class="relative z-0 dark"><div class="w-full absolute top-0 [--curve-height:var(--mobile-curve-height)] tablet-sm:[--curve-height:var(--tablet-curve-height)] desktop-sm:[--curve-height:var(--desktop-small-curve-height)] desktop-lg:[--curve-height:var(--desktop-large-curve-height)] pointer-events-none" style="--width:0;--mobile-curve-height:15;--tablet-curve-height:91;--desktop-small-curve-height:156;--desktop-large-curve-height:204;height:calc(100% + var(--curve-height) * 1px);transform:translateY(calc(var(--curve-height) * -1px));--4-h-sq:calc(4px * var(--curve-height) * var(--curve-height));--l-sq:calc(1px * var(--width) * var(--width));--radius:calc((var(--4-h-sq) + var(--l-sq)) / (8 * var(--curve-height)))"><svg width="100%" height="100%"><defs><radialGradient id="blur"><stop offset="0%" stop-color="white"></stop><stop offset="100%" stop-color="black"></stop></radialGradient><mask id="blur-1-:Rpdafnkva:"><circle cx="0" cy="0" style="r:clamp(250px, 40vw, 800px)" fill="url(#blur)"></circle></mask><mask id="blur-2-:Rpdafnkva:"><circle cx="0" cy="0" style="r:clamp(250px, 50vw, 1000px)" fill="url(#blur)"></circle></mask><mask id="blur-3-:Rpdafnkva:"><circle cx="0" cy="0" style="r:clamp(250px, 40vw, 800px)" fill="url(#blur)"></circle></mask><clipPath id="curve-mask-:Rpdafnkva:"><path d="M 0 0 C 0 19.5 0 19.5 0 0 L 0 0 L 0 0 L 0 0"></path></clipPath></defs><g clip-path="url(#curve-mask-:Rpdafnkva:)"><rect class="fill-primarySpaceGrey" x="0" y="0" height="100%" width="100%"></rect><circle cx="0" cy="0" style="r:clamp(250px, 40vw, 800px)" class="fill-primarySkyBlue/50" mask="url(#blur-1-:Rpdafnkva:)"></circle><circle cx="0" cy="0" style="r:clamp(250px, 50vw, 1000px)" class="fill-primaryEarthGreen/50" mask="url(#blur-2-:Rpdafnkva:)"></circle><circle cx="0" cy="0" style="r:clamp(250px, 40vw, 800px)" class="fill-primarySunOrange/50" mask="url(#blur-3-:Rpdafnkva:)"></circle></g></svg></div><div class="pt-14 tablet-sm:pt-[72px] desktop-sm:pt-20 desktop-lg:pt-[100px] pb-16 tablet-sm:pb-[100px] desktop-sm:pb-[140px] desktop-lg:pb-[180px] relative z-10 flex flex-col gap-10 desktop-sm:gap-12 desktop-lg:gap-16"><section data-widget-name="widgetCarousel" id="QM4nKs23X2DfB26jQzQav"><div><div class="mx-auto max-w-mobile-limit tablet-sm:max-w-tablet-sm-limit desktop-sm:max-w-desktop-sm-limit desktop-lg:max-w-desktop-lg-limit mb-6 tablet-sm:mb-8 desktop-lg:mb-16 text-center [text-wrap:balance] dark:text-white"><h3 class="whitespace-pre-line text-mobile-sm/heading-4 tablet-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-3">Words to the Wise</h3></div><div class="flex flex-col items-center"><div class="relative mx-auto w-full" role="region" aria-roledescription="carousel" style="--slides-to-show:1.2;--slide-spacing:0px"><div class="overflow-hidden"><div class="grid grid-rows-1 grid-flow-col auto-cols-[calc(100%/var(--slides-to-show))] -ms-[--slide-spacing]"><div role="group" aria-roledescription="slide" class="min-w-0 shrink-0 grow-0 basis-full ps-[--slide-spacing] self-stretch flex items-center"><div class="cursor-pointer h-full"><div class="origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 scale-90"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Jay Baer" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/5uFPrSatc05Bv7wp0GqKA8/2bfc627f09bbd3a54bebe29305fae7fc/Words_to_the_wise_Jay_Baer.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/5uFPrSatc05Bv7wp0GqKA8/2bfc627f09bbd3a54bebe29305fae7fc/Words_to_the_wise_Jay_Baer.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/5uFPrSatc05Bv7wp0GqKA8/2bfc627f09bbd3a54bebe29305fae7fc/Words_to_the_wise_Jay_Baer.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-3">Why should you not make customers wait?</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>In a world where every second counts, speed isn't just a luxury; it's a necessity. So, if you give your customers time, they will give you money. Customers equate rapid responses with respect and care. But it's not just about being quick; it's about valuing the customer's time as much as they do.</p><p>Utilize technology like chatbots for quick responses while maintaining personalization. Establish feedback loops and celebrate the moments where speed positively impacted customer experience to continually refine processes in your organization.</p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Jay Baer" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/5uFPrSatc05Bv7wp0GqKA8/2bfc627f09bbd3a54bebe29305fae7fc/Words_to_the_wise_Jay_Baer.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/5uFPrSatc05Bv7wp0GqKA8/2bfc627f09bbd3a54bebe29305fae7fc/Words_to_the_wise_Jay_Baer.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/5uFPrSatc05Bv7wp0GqKA8/2bfc627f09bbd3a54bebe29305fae7fc/Words_to_the_wise_Jay_Baer.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Jay Baer</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">CX Leader</div></div></div></div></div></div></div></div><div role="group" aria-roledescription="slide" class="min-w-0 shrink-0 grow-0 basis-full ps-[--slide-spacing] self-stretch flex items-center"><div class="cursor-pointer h-full"><div class="origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 scale-90"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Words to the wise Nate Brown" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/6jpTratXtcTWEAAb3K79W4/11b0b34848a8b30299dbd6d0f8ae996a/Words_to_the_wise_Nate_Brown.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/6jpTratXtcTWEAAb3K79W4/11b0b34848a8b30299dbd6d0f8ae996a/Words_to_the_wise_Nate_Brown.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/6jpTratXtcTWEAAb3K79W4/11b0b34848a8b30299dbd6d0f8ae996a/Words_to_the_wise_Nate_Brown.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-3">Can empathy be taught in customer service?</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>Many argue that it is indeed possible, though it requires a significant duration of time and a highly sophisticated training program. This raises another important question: is it worth investing in teaching empathy when some people already have this gift naturally?</p><p>And customer service agents are the "knowledge curators,” who are not the stars but the essential assistants for any thriving business. They guide customers towards their versions of success, which requires a caring attitude akin to a friend who anticipates your needs.</p><p>So if someone is not motivated to do these things for the customer, they are not going to enjoy this work and they're not going to be good at it — then does it make sense to teach them empathy?</p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Words to the wise Nate Brown" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/6jpTratXtcTWEAAb3K79W4/11b0b34848a8b30299dbd6d0f8ae996a/Words_to_the_wise_Nate_Brown.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/6jpTratXtcTWEAAb3K79W4/11b0b34848a8b30299dbd6d0f8ae996a/Words_to_the_wise_Nate_Brown.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/6jpTratXtcTWEAAb3K79W4/11b0b34848a8b30299dbd6d0f8ae996a/Words_to_the_wise_Nate_Brown.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Nate Brown</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">CX Leader</div></div></div></div></div></div></div></div><div role="group" aria-roledescription="slide" class="min-w-0 shrink-0 grow-0 basis-full ps-[--slide-spacing] self-stretch flex items-center"><div class="cursor-pointer h-full"><div class="origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 scale-90"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Words to the wise Dan Gingiss" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/3x4DnzV56RKmnnvqCHgZPh/40efa5bea34ce3b99c6e08682a1d09c4/Words_to_the_wise_Dan_Gingiss.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/3x4DnzV56RKmnnvqCHgZPh/40efa5bea34ce3b99c6e08682a1d09c4/Words_to_the_wise_Dan_Gingiss.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/3x4DnzV56RKmnnvqCHgZPh/40efa5bea34ce3b99c6e08682a1d09c4/Words_to_the_wise_Dan_Gingiss.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-3">Why is it important to respond to happy customers?</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>When customers take the time to celebrate your brand, reciprocation becomes key. In the past, responding to positive feedback wasn't a common practice since customers rarely called in just to say they had a great experience.</p><p>However, the tide has changed with the rise of social media. Now, there's an opportunity to engage with happy customers and make them feel valued — think of it as giving your patrons a virtual high five!</p><p>Establishing a genuine relationship with customers is pivotal for brands as it nurtures loyalty, trust and creates a lasting emotional connection.</p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Words to the wise Dan Gingiss" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/3x4DnzV56RKmnnvqCHgZPh/40efa5bea34ce3b99c6e08682a1d09c4/Words_to_the_wise_Dan_Gingiss.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/3x4DnzV56RKmnnvqCHgZPh/40efa5bea34ce3b99c6e08682a1d09c4/Words_to_the_wise_Dan_Gingiss.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/3x4DnzV56RKmnnvqCHgZPh/40efa5bea34ce3b99c6e08682a1d09c4/Words_to_the_wise_Dan_Gingiss.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Dan Gingiss</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">CX Expert</div></div></div></div></div></div></div></div><div role="group" aria-roledescription="slide" class="min-w-0 shrink-0 grow-0 basis-full ps-[--slide-spacing] self-stretch flex items-center"><div class="cursor-pointer h-full"><div class="origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 scale-90"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Words to the wise Shep Hyken" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/7JFYioAgpcw0m2M2uWg3pq/13e8de7a21b1ce8be0b49848581b17dd/Words_to_the_wise_Shep_Hyken.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/7JFYioAgpcw0m2M2uWg3pq/13e8de7a21b1ce8be0b49848581b17dd/Words_to_the_wise_Shep_Hyken.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/7JFYioAgpcw0m2M2uWg3pq/13e8de7a21b1ce8be0b49848581b17dd/Words_to_the_wise_Shep_Hyken.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-3">How do you amaze a customer?</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>It’s not about going over the top and blowing them away with the most incredible service they've ever had. It’s impossible to do that every time a customer reaches out.</p><p>Instead, just do what's expected. When you do what the customer expects, consistently and predictably, they’ll be amazed by your service. This doesn’t mean you need to overhaul your CX approach. Making small improvements is enough. Being better than average is enough.</p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Words to the wise Shep Hyken" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/7JFYioAgpcw0m2M2uWg3pq/13e8de7a21b1ce8be0b49848581b17dd/Words_to_the_wise_Shep_Hyken.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/7JFYioAgpcw0m2M2uWg3pq/13e8de7a21b1ce8be0b49848581b17dd/Words_to_the_wise_Shep_Hyken.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/7JFYioAgpcw0m2M2uWg3pq/13e8de7a21b1ce8be0b49848581b17dd/Words_to_the_wise_Shep_Hyken.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Shep Hyken</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">CX Leader</div></div></div></div></div></div></div></div><div role="group" aria-roledescription="slide" class="min-w-0 shrink-0 grow-0 basis-full ps-[--slide-spacing] self-stretch flex items-center"><div class="cursor-pointer h-full"><div class="origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 scale-90"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Words to the wise Sally Mildren" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/1N6Krr1CpfSnEBSeBewB6N/81184ead0018885d3ec5991f0201c42c/Words_to_the_wise_Sally_Mildren.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/1N6Krr1CpfSnEBSeBewB6N/81184ead0018885d3ec5991f0201c42c/Words_to_the_wise_Sally_Mildren.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/1N6Krr1CpfSnEBSeBewB6N/81184ead0018885d3ec5991f0201c42c/Words_to_the_wise_Sally_Mildren.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-3">Why do companies struggle to invest in CX initiatives?</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>It is because CX professionals find it difficult to demonstrate the impact of those programs on ROI.</p><p>By having an empathy-driven CX culture, you could understand customers' needs and emotions to provide better experiences. But empathy is hard to measure in financial terms. So, companies focus on tangible metrics like revenue and customer acquisition instead.<br/> <br/>To change that, CX professionals should link empathy initiatives with outcomes that matter, like customer loyalty and positive word-of-mouth. By showing clear connections between initiatives and measurable results, companies can justify investing in CX programs.</p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Words to the wise Sally Mildren" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/1N6Krr1CpfSnEBSeBewB6N/81184ead0018885d3ec5991f0201c42c/Words_to_the_wise_Sally_Mildren.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/1N6Krr1CpfSnEBSeBewB6N/81184ead0018885d3ec5991f0201c42c/Words_to_the_wise_Sally_Mildren.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/1N6Krr1CpfSnEBSeBewB6N/81184ead0018885d3ec5991f0201c42c/Words_to_the_wise_Sally_Mildren.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Sally Mildren</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">CX and Healthcare Strategist</div></div></div></div></div></div></div></div><div role="group" aria-roledescription="slide" class="min-w-0 shrink-0 grow-0 basis-full ps-[--slide-spacing] self-stretch flex items-center"><div class="cursor-pointer h-full"><div class="origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 scale-90"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Words to the wise Howard Tiersky" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/P0hEjcDDqO0Xz8OCVDhgg/556d5b348dac7c368d72211b19c6bdd9/Words_to_the_wise_Howard_Tiersky.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/P0hEjcDDqO0Xz8OCVDhgg/556d5b348dac7c368d72211b19c6bdd9/Words_to_the_wise_Howard_Tiersky.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/P0hEjcDDqO0Xz8OCVDhgg/556d5b348dac7c368d72211b19c6bdd9/Words_to_the_wise_Howard_Tiersky.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-3">What makes customers fall in love with a brand?</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>It’s about consistently meeting their needs by understanding and fulfilling their expectations. Build trust through reliability and expertise in your field.</p><p>Surprise and delight the customer by paying attention to small details, personalizing their experience, and genuine appreciation.</p><p>Beyond all, stand for something meaningful that aligns with their values. Embody a mission or a cause that goes beyond just a product or service.</p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Words to the wise Howard Tiersky" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/P0hEjcDDqO0Xz8OCVDhgg/556d5b348dac7c368d72211b19c6bdd9/Words_to_the_wise_Howard_Tiersky.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/P0hEjcDDqO0Xz8OCVDhgg/556d5b348dac7c368d72211b19c6bdd9/Words_to_the_wise_Howard_Tiersky.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/P0hEjcDDqO0Xz8OCVDhgg/556d5b348dac7c368d72211b19c6bdd9/Words_to_the_wise_Howard_Tiersky.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Howard Tiersky</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">Digital Transformation Influencer</div></div></div></div></div></div></div></div></div></div></div></div></div></section></div></div></section><section data-widget-name="widgetProductSection" id="1FMXK5nifeI8Tc4k58llC3"><div class="relative z-0 bg-primarySpaceGrey dark [--curve-height:var(--mobile-curve-height)] tablet-sm:[--curve-height:var(--tablet-curve-height)] desktop-sm:[--curve-height:var(--desktop-small-curve-height)] desktop-lg:[--curve-height:var(--desktop-large-curve-height)]" style="--mobile-curve-height:15;--tablet-curve-height:91;--desktop-small-curve-height:156;--desktop-large-curve-height:204"><svg class="w-full h-[calc(var(--curve-height)_*_1px)] translate-y-[calc(var(--curve-height)_*_-1px_+_0.5px)] z-[1] block pointer-events-none" preserveAspectRatio="none" viewBox="0 0 100 100"><path class="fill-primarySpaceGrey" d="m 0,0 C 33.3,133 66.6,133 100,0 L 100,100 L 0,100 z"></path></svg><div class="pt-14 tablet-sm:pt-[72px] desktop-sm:pt-20 desktop-lg:pt-[100px] pb-16 tablet-sm:pb-[100px] desktop-sm:pb-[140px] desktop-lg:pb-[180px] relative z-10 mt-[calc(var(--curve-height)*-1px)] flex flex-col gap-10 desktop-sm:gap-12 desktop-lg:gap-16"><section data-widget-name="refreshWidgetCarousel" id="1bKHAlOy5BK835lff9EmBQ"><div class="flex flex-col items-center"><div class="w-full max-w-mobile-limit tablet-sm:max-w-tablet-sm-limit desktop-sm:max-w-desktop-sm-limit desktop-lg:max-w-desktop-lg-limit mx-auto text-center mb-6 tablet-sm:mb-12 desktop-sm:mb-14"><h3 class="whitespace-pre-line text-center text-mobile-sm/heading-4 tablet-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-3 dark:text-white text-balance">CX Diaries</h3></div><div class="w-full"><div data-slide-type="AUTHOR_INSIGHTS" class="w-full flex flex-col"><div class="overflow-hidden w-full"><div class="grid transform-gpu [--slides-to-show:--slides-to-show-mobile] tablet-sm:[--slides-to-show:--slides-to-show-tablet-small] tablet:[--slides-to-show:--slides-to-show-tablet] desktop-sm:[--slides-to-show:--slides-to-show-desktop]" style="--slides-to-show-desktop:1.4;--slides-to-show-mobile:1.2;--slides-to-show-tablet:1.2;--slides-to-show-tablet-small:1.2;--center-offset:calc((var(--slides-to-show) - 1) / 2);--clone-count:2;--active-slide-index:0;grid-auto-columns:calc(100% / var(--slides-to-show));grid-auto-flow:column;transform:translateX(calc((100% / var(--slides-to-show) * 1) * (var(--center-offset) - var(--clone-count) - var(--active-slide-index))))"><div class="cursor-pointer h-full"><div class="scale-90 origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 cursor-pointer"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Emily" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/58w6ptLYCPXvcKVa04EwEv/3a446700200ad74e2ef34feacacea38c/Pic_07.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/58w6ptLYCPXvcKVa04EwEv/3a446700200ad74e2ef34feacacea38c/Pic_07.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/58w6ptLYCPXvcKVa04EwEv/3a446700200ad74e2ef34feacacea38c/Pic_07.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-4">"Customers like these inspire us to go the extra mile. It's not just about solving problems — it's about making a difference and bringing that genuine smile to their faces."</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>Meet Rita (name changed), a customer service agent at a tech company. Amid daily challenges, she encountered a customer with a printer issue. Despite procedural delays, Rita learned the customer, facing chemotherapy, needed a swift resolution for her team to work smoothly in her absence. Rita, deeply moved by the customer’s dedication, even amid serious illness, bypassed protocol, escalating the issue to the management.</p><p>In spite of a concerted effort, they resolved it by day's end. Rita followed up, sensing joy in the customer's voice. Although she couldn't see the customer's face, she could feel the smile in her voice. This story, etched in her memory, inspires Rita to go above and beyond for customers.</p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Emily" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/58w6ptLYCPXvcKVa04EwEv/3a446700200ad74e2ef34feacacea38c/Pic_07.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/58w6ptLYCPXvcKVa04EwEv/3a446700200ad74e2ef34feacacea38c/Pic_07.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/58w6ptLYCPXvcKVa04EwEv/3a446700200ad74e2ef34feacacea38c/Pic_07.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Rita</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">Technical Support Engineer, India</div></div></div></div></div></div></div><div class="cursor-pointer h-full"><div class="scale-90 origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 cursor-pointer"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Jay" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/5niBKldInDizlyNmrFB3ld/3bbce996a2e2bdb59b3917bcd4bca91c/Pic_03.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/5niBKldInDizlyNmrFB3ld/3bbce996a2e2bdb59b3917bcd4bca91c/Pic_03.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/5niBKldInDizlyNmrFB3ld/3bbce996a2e2bdb59b3917bcd4bca91c/Pic_03.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-4">"The customer's gratitude and smile during the call left Jay elated, and a later email expressing thanks after the successful court hearing was the icing on the cake."</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>Meet Jay (name changed), a first-tier technical specialist at Accenture, dedicated to assisting Best Buy customers. Four years ago, in the routine of support, he faced a unique and critical situation.</p><p>A customer, an advocate, relying on a newly purchased Best Buy router for her WFH mandate during COVID, called in the night before a court case stating she had lost network connectivity.</p><p>Despite SOP guidelines, Jay, sensing urgency, bypassed protocol, initiating a video call to guide the customer through troubleshooting. Successfully resolving the problem by risking his performance metrics, his extra effort ensured the customer's wireless connection was restored just in time for her court hearing.</p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Jay" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/5niBKldInDizlyNmrFB3ld/3bbce996a2e2bdb59b3917bcd4bca91c/Pic_03.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/5niBKldInDizlyNmrFB3ld/3bbce996a2e2bdb59b3917bcd4bca91c/Pic_03.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/5niBKldInDizlyNmrFB3ld/3bbce996a2e2bdb59b3917bcd4bca91c/Pic_03.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Jay</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">1st Tier Technical Specialist, Accenture India Pvt. Ltd.</div></div></div></div></div></div></div><div class="cursor-pointer h-full"><div class="scale-100 origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 cursor-pointer"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Jackie" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/4qPQq7g5FsjgAxtFfd0Buk/e8a45db31fd33d0599ece6bb4386afa2/CX_Diaries_Jackie_Wahome.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/4qPQq7g5FsjgAxtFfd0Buk/e8a45db31fd33d0599ece6bb4386afa2/CX_Diaries_Jackie_Wahome.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/4qPQq7g5FsjgAxtFfd0Buk/e8a45db31fd33d0599ece6bb4386afa2/CX_Diaries_Jackie_Wahome.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-4">"I just broke the rules, but also ended up saving a life, and it became my fav story to tell."</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>Two years ago, a customer phoned Jackie out of the blue with an urgent plea. </p><p>At the time, Jackie was handling customer support at a financial services company. Emily, the customer, had a loved one in need of medical treatment in Kenya, and was waiting for a crucial payment from the U.S. to come through. Her loved one’s life depended on it.</p><p>She reached out to Jackie for help because the payment hadn’t arrived on time. Jackie, familiar with Emily’s situation, knew she had to act fast. She processed the payment without hesitation — despite breaking protocol. “Sometimes you have such issues because of the time zone difference. It's not every customer you can do that for, but there are customers you've dealt with over and over…” Jackie recalled. </p><p>Thanks to Jackie's quick thinking and compassionate action, Emily's loved one received the treatment they needed — and another chance at life. When thanking Jackie, Emily told her that she felt more like family than a customer. </p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Jackie" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/4qPQq7g5FsjgAxtFfd0Buk/e8a45db31fd33d0599ece6bb4386afa2/CX_Diaries_Jackie_Wahome.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/4qPQq7g5FsjgAxtFfd0Buk/e8a45db31fd33d0599ece6bb4386afa2/CX_Diaries_Jackie_Wahome.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/4qPQq7g5FsjgAxtFfd0Buk/e8a45db31fd33d0599ece6bb4386afa2/CX_Diaries_Jackie_Wahome.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Jackie Wahome</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">Customer Experience Lead Trainer, Kenya</div></div></div></div></div></div></div><div class="cursor-pointer h-full"><div class="scale-90 origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 cursor-pointer"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Stacy" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/6DqfT1Nl5yOEpPhEplmlK3/94356739cf9547066c48be4c0db71c0b/CX_Diaries_Stacy_Sherman.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/6DqfT1Nl5yOEpPhEplmlK3/94356739cf9547066c48be4c0db71c0b/CX_Diaries_Stacy_Sherman.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/6DqfT1Nl5yOEpPhEplmlK3/94356739cf9547066c48be4c0db71c0b/CX_Diaries_Stacy_Sherman.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-4">"When my team dropped the script, they gained connection."</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>Stacy led a team of contact centre agents that conducted phone surveys and provided customer support. </p><p>During the pandemic, however, the script the team used was no longer helpful. Under Stacy’s guidance, the team shifted their focus from their standard script. Instead, they called customers to check in and offer support. “We actually stopped what we were doing and used that time to contact customers to ask, ‘Are you okay?’” Sherman said. </p><p>Customers appreciated this genuine approach; it made them feel heard, which in turn made the agents feel fulfilled. “When you do things like that, then people remember. Even when prices go up, you don't lose them. Because they know you're the brand that cares,” she said.</p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Stacy" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/6DqfT1Nl5yOEpPhEplmlK3/94356739cf9547066c48be4c0db71c0b/CX_Diaries_Stacy_Sherman.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/6DqfT1Nl5yOEpPhEplmlK3/94356739cf9547066c48be4c0db71c0b/CX_Diaries_Stacy_Sherman.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/6DqfT1Nl5yOEpPhEplmlK3/94356739cf9547066c48be4c0db71c0b/CX_Diaries_Stacy_Sherman.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Stacy Sherman</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">Customer Experience Speaker & Podcast Host, USA</div></div></div></div></div></div></div><div class="cursor-pointer h-full"><div class="scale-90 origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 cursor-pointer"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Susan Marsden" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/28BnGnOm62NWQYK0mJ2u3Y/7ede635061cfce0811dde2345eef3f89/CX_Diaries_Susan_Marsden.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/28BnGnOm62NWQYK0mJ2u3Y/7ede635061cfce0811dde2345eef3f89/CX_Diaries_Susan_Marsden.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/28BnGnOm62NWQYK0mJ2u3Y/7ede635061cfce0811dde2345eef3f89/CX_Diaries_Susan_Marsden.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-4">"I owe it only to quick thinking that saved my customer’s big day."</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>In 2018, Susan was working in customer care for a telecom giant. One day, she received a customer call from a “very stressed” father on his way to his daughter's wedding. The internet on his phone wasn't working, and as a result, he was about to miss the most important event of his daughter's life because he couldn’t get the maps to work and figure out the directions to get to the wedding venue. </p><p>Susan could sense the urgency in his voice and knew that she had to act fast. She abandoned her usual troubleshooting protocol and guided him to the wedding venue over the phone with clear, concise directions. They both agreed the internet issue could wait, and she assured him that she’d give him a call in a couple of days to resolve it — he had more important things to do in the meantime. </p><p>True to her word, Susan called the customer back two days later and resolved the internet issue. He thanked Susan for her quick thinking and kind actions and later confided that his relationship with his daughter was strained; if he had missed the wedding, he may have lost his chance to mend the relationship as well. </p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Susan Marsden" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/28BnGnOm62NWQYK0mJ2u3Y/7ede635061cfce0811dde2345eef3f89/CX_Diaries_Susan_Marsden.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/28BnGnOm62NWQYK0mJ2u3Y/7ede635061cfce0811dde2345eef3f89/CX_Diaries_Susan_Marsden.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/28BnGnOm62NWQYK0mJ2u3Y/7ede635061cfce0811dde2345eef3f89/CX_Diaries_Susan_Marsden.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Susan Marsden</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">Customer Support Specialist, Portugal</div></div></div></div></div></div></div><div class="cursor-pointer h-full"><div class="scale-90 origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 cursor-pointer"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Rita" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/4a7XsHE5K3y9nKlK82aPZ2/95f9a75eb73b3c0b10786b2443d8e088/Pic_05.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/4a7XsHE5K3y9nKlK82aPZ2/95f9a75eb73b3c0b10786b2443d8e088/Pic_05.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/4a7XsHE5K3y9nKlK82aPZ2/95f9a75eb73b3c0b10786b2443d8e088/Pic_05.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-4">"This experience left Emily with a radiant smile, reinforcing her love for the job and highlighting that meaningful support often transcends technical troubleshooting in the realm of customer service."</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>In a bustling customer service center at Kyndryl, Emily (name changed), a dedicated support agent, faced a call that reshaped her view of the job. A distressed customer sought assistance, his voice revealing a deeper struggle.</p><p>Emily, attuned to human connection, sensed more than a technical issue. Patiently addressing his concern, she discovered he needed someone to talk to during a tough time. Going beyond her role, Emily offered a comforting ear, fostering a genuine connection through shared laughter and tears. The customer, expressing heartfelt gratitude, revealed the profound impact of their exchange.</p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Rita" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/4a7XsHE5K3y9nKlK82aPZ2/95f9a75eb73b3c0b10786b2443d8e088/Pic_05.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/4a7XsHE5K3y9nKlK82aPZ2/95f9a75eb73b3c0b10786b2443d8e088/Pic_05.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/4a7XsHE5K3y9nKlK82aPZ2/95f9a75eb73b3c0b10786b2443d8e088/Pic_05.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Emily</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">Senior Agent, Customer Service, Kyndryl, USA</div></div></div></div></div></div></div><div class="cursor-pointer h-full"><div class="scale-90 origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 cursor-pointer"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Emily" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/58w6ptLYCPXvcKVa04EwEv/3a446700200ad74e2ef34feacacea38c/Pic_07.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/58w6ptLYCPXvcKVa04EwEv/3a446700200ad74e2ef34feacacea38c/Pic_07.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/58w6ptLYCPXvcKVa04EwEv/3a446700200ad74e2ef34feacacea38c/Pic_07.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-4">"Customers like these inspire us to go the extra mile. It's not just about solving problems — it's about making a difference and bringing that genuine smile to their faces."</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>Meet Rita (name changed), a customer service agent at a tech company. Amid daily challenges, she encountered a customer with a printer issue. Despite procedural delays, Rita learned the customer, facing chemotherapy, needed a swift resolution for her team to work smoothly in her absence. Rita, deeply moved by the customer’s dedication, even amid serious illness, bypassed protocol, escalating the issue to the management.</p><p>In spite of a concerted effort, they resolved it by day's end. Rita followed up, sensing joy in the customer's voice. Although she couldn't see the customer's face, she could feel the smile in her voice. This story, etched in her memory, inspires Rita to go above and beyond for customers.</p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Emily" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/58w6ptLYCPXvcKVa04EwEv/3a446700200ad74e2ef34feacacea38c/Pic_07.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/58w6ptLYCPXvcKVa04EwEv/3a446700200ad74e2ef34feacacea38c/Pic_07.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/58w6ptLYCPXvcKVa04EwEv/3a446700200ad74e2ef34feacacea38c/Pic_07.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Rita</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">Technical Support Engineer, India</div></div></div></div></div></div></div><div class="cursor-pointer h-full"><div class="scale-90 origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 cursor-pointer"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Jay" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/5niBKldInDizlyNmrFB3ld/3bbce996a2e2bdb59b3917bcd4bca91c/Pic_03.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/5niBKldInDizlyNmrFB3ld/3bbce996a2e2bdb59b3917bcd4bca91c/Pic_03.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/5niBKldInDizlyNmrFB3ld/3bbce996a2e2bdb59b3917bcd4bca91c/Pic_03.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-4">"The customer's gratitude and smile during the call left Jay elated, and a later email expressing thanks after the successful court hearing was the icing on the cake."</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>Meet Jay (name changed), a first-tier technical specialist at Accenture, dedicated to assisting Best Buy customers. Four years ago, in the routine of support, he faced a unique and critical situation.</p><p>A customer, an advocate, relying on a newly purchased Best Buy router for her WFH mandate during COVID, called in the night before a court case stating she had lost network connectivity.</p><p>Despite SOP guidelines, Jay, sensing urgency, bypassed protocol, initiating a video call to guide the customer through troubleshooting. Successfully resolving the problem by risking his performance metrics, his extra effort ensured the customer's wireless connection was restored just in time for her court hearing.</p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Jay" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/5niBKldInDizlyNmrFB3ld/3bbce996a2e2bdb59b3917bcd4bca91c/Pic_03.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/5niBKldInDizlyNmrFB3ld/3bbce996a2e2bdb59b3917bcd4bca91c/Pic_03.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/5niBKldInDizlyNmrFB3ld/3bbce996a2e2bdb59b3917bcd4bca91c/Pic_03.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Jay</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">1st Tier Technical Specialist, Accenture India Pvt. Ltd.</div></div></div></div></div></div></div><div class="cursor-pointer h-full"><div class="scale-100 origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 cursor-pointer"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Jackie" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/4qPQq7g5FsjgAxtFfd0Buk/e8a45db31fd33d0599ece6bb4386afa2/CX_Diaries_Jackie_Wahome.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/4qPQq7g5FsjgAxtFfd0Buk/e8a45db31fd33d0599ece6bb4386afa2/CX_Diaries_Jackie_Wahome.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/4qPQq7g5FsjgAxtFfd0Buk/e8a45db31fd33d0599ece6bb4386afa2/CX_Diaries_Jackie_Wahome.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-4">"I just broke the rules, but also ended up saving a life, and it became my fav story to tell."</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>Two years ago, a customer phoned Jackie out of the blue with an urgent plea. </p><p>At the time, Jackie was handling customer support at a financial services company. Emily, the customer, had a loved one in need of medical treatment in Kenya, and was waiting for a crucial payment from the U.S. to come through. Her loved one’s life depended on it.</p><p>She reached out to Jackie for help because the payment hadn’t arrived on time. Jackie, familiar with Emily’s situation, knew she had to act fast. She processed the payment without hesitation — despite breaking protocol. “Sometimes you have such issues because of the time zone difference. It's not every customer you can do that for, but there are customers you've dealt with over and over…” Jackie recalled. </p><p>Thanks to Jackie's quick thinking and compassionate action, Emily's loved one received the treatment they needed — and another chance at life. When thanking Jackie, Emily told her that she felt more like family than a customer. </p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Jackie" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/4qPQq7g5FsjgAxtFfd0Buk/e8a45db31fd33d0599ece6bb4386afa2/CX_Diaries_Jackie_Wahome.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/4qPQq7g5FsjgAxtFfd0Buk/e8a45db31fd33d0599ece6bb4386afa2/CX_Diaries_Jackie_Wahome.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/4qPQq7g5FsjgAxtFfd0Buk/e8a45db31fd33d0599ece6bb4386afa2/CX_Diaries_Jackie_Wahome.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Jackie Wahome</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">Customer Experience Lead Trainer, Kenya</div></div></div></div></div></div></div><div class="cursor-pointer h-full"><div class="scale-90 origin-center transition-transform duration-1000 ease-in-out rounded-[12px] h-full bg-refreshSkylineBottom p-0.5 cursor-pointer"><div class="p-4 tablet-sm:p-8 desktop-sm:p-16 desktop-lg:px-[72px] flex gap-8 desktop-sm:gap-[62px] desktop-lg:gap-[92px] items-center tablet:justify-between h-full w-full rounded-[10px] dark:text-white bg-shadowGraphite"><img alt="Stacy" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full aspect-square max-tablet-sm:hidden max-w-[180px] desktop-sm:max-w-[268px] desktop-lg:max-w-[346px] block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/6DqfT1Nl5yOEpPhEplmlK3/94356739cf9547066c48be4c0db71c0b/CX_Diaries_Stacy_Sherman.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/6DqfT1Nl5yOEpPhEplmlK3/94356739cf9547066c48be4c0db71c0b/CX_Diaries_Stacy_Sherman.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/6DqfT1Nl5yOEpPhEplmlK3/94356739cf9547066c48be4c0db71c0b/CX_Diaries_Stacy_Sherman.png?w=1920&q=50&fm=webp"/><div><h3 class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-4 desktop-lg:text-desktop-large/heading-4">"When my team dropped the script, they gained connection."</h3><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 space-y-4 text-lightGrey mt-4 desktop-sm:mt-6 text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2"><p>Stacy led a team of contact centre agents that conducted phone surveys and provided customer support. </p><p>During the pandemic, however, the script the team used was no longer helpful. Under Stacy’s guidance, the team shifted their focus from their standard script. Instead, they called customers to check in and offer support. “We actually stopped what we were doing and used that time to contact customers to ask, ‘Are you okay?’” Sherman said. </p><p>Customers appreciated this genuine approach; it made them feel heard, which in turn made the agents feel fulfilled. “When you do things like that, then people remember. Even when prices go up, you don't lose them. Because they know you're the brand that cares,” she said.</p></div><div class="flex mt-6 gap-4 justify-start items-center desktop-sm:mt-10"><img alt="Stacy" loading="lazy" width="692" height="692" decoding="async" data-nimg="1" class="rounded-full max-w-[64px] max-h-16 tablet-sm:hidden block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/6DqfT1Nl5yOEpPhEplmlK3/94356739cf9547066c48be4c0db71c0b/CX_Diaries_Stacy_Sherman.png?w=750&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/6DqfT1Nl5yOEpPhEplmlK3/94356739cf9547066c48be4c0db71c0b/CX_Diaries_Stacy_Sherman.png?w=1920&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/6DqfT1Nl5yOEpPhEplmlK3/94356739cf9547066c48be4c0db71c0b/CX_Diaries_Stacy_Sherman.png?w=1920&q=50&fm=webp"/><div><div class="text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-1-bold desktop-lg:text-desktop-large/heading-5">Stacy Sherman</div><div class="text-lightGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-2">Customer Experience Speaker & Podcast Host, USA</div></div></div></div></div></div></div></div></div><div class="flex justify-center w-full gap-4 px-10 mt-8 tablet-sm:mt-12 desktop-sm:mt-14 desktop-lg:mt-16"><button class="h-1.5 w-12 tablet-sm:w-24 rounded-full max-tablet-sm:transition-[flex-shrink] duration-300 bg-black dark:bg-white max-tablet-sm:flex-shrink-0"></button><button class="h-1.5 w-12 tablet-sm:w-24 rounded-full max-tablet-sm:transition-[flex-shrink] duration-300 bg-[#DBDBDB] dark:bg-mistGrey"></button><button class="h-1.5 w-12 tablet-sm:w-24 rounded-full max-tablet-sm:transition-[flex-shrink] duration-300 bg-[#DBDBDB] dark:bg-mistGrey"></button><button class="h-1.5 w-12 tablet-sm:w-24 rounded-full max-tablet-sm:transition-[flex-shrink] duration-300 bg-[#DBDBDB] dark:bg-mistGrey"></button><button class="h-1.5 w-12 tablet-sm:w-24 rounded-full 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desktop-sm:text-tablet-sm/heading-3 desktop-lg:text-desktop-large/heading-3 text-center mb-8 tablet-sm:mb-12 desktop-sm:mb-16 w-full">Articles</p><div class="hidden desktop-sm:block"><div class="grid grid-flow-col auto-cols-fr gap-5 desktop-lg:gap-10"><div class="w-full"><a class="peer" href="/blog/customer-service-training/"><div class="rounded-sm-alt w-full overflow-hidden"><img alt="Image" loading="lazy" width="1194" height="772" decoding="async" data-nimg="1" class="w-full h-auto object-cover max-h-[340px] transform hover:scale-105 transition-transform ease-in-out duration-300 block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/hmQulGDSwr9WMcs4oyv13/73c672334460801e94edb0b21fee1f0e/Articles_Cx_wise.png?w=1200&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/hmQulGDSwr9WMcs4oyv13/73c672334460801e94edb0b21fee1f0e/Articles_Cx_wise.png?w=3840&q=50&fm=webp 2x" 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service strategies for effective training.</p><a href="/blog/customer-service-training/"><span class="flex items-center gap-3 text-baseBlack dark:text-white cursor-pointer desktop-sm:mt-6 desktop-lg:mt-8 hover:underline hover:text-primaryOceanBlue"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 12 12" class="fill-primaryOceanBlue h-3.5 w-3.5 desktop-lg:h-[18px] desktop-lg:w-[18px] rtl:-scale-100"><g clip-path="url(#arrow_svg__a)"><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path></g><defs><clipPath id="arrow_svg__a"><path d="M0 .114h12v11.371H0z"></path></clipPath></defs></svg><span class="whitespace-nowrap text-center uppercase text-mobile-sm/label-1 tablet-sm:text-tablet-sm/overline-4 desktop-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">Learn More</span></span></a></div><div class="flex flex-col tablet-sm:gap-12 tablet-sm:h-full desktop-sm:gap-14"><div class="flex flex-col desktop-sm:flex-row gap-x-10"><a class="w-full desktop-sm:max-w-[164px] rounded-sm-alt overflow-hidden h-[220px] tablet-sm:h-[240px] desktop-sm:h-[146px]" href="/blog/customer-care-actionable-strategies/"><img alt="From Transaction to Action in Customer Service" loading="lazy" width="430" height="404" decoding="async" data-nimg="1" class="object-cover w-full h-full desktop-sm:transform desktop-sm:hover:scale-110 desktop-sm:transition-transform desktop-sm:ease-in-out desktop-sm:duration-300 block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/58pmywCOg8AcgAr5Wmgs4M/6dcba06d992308fc5fdfeae81a8552a2/From_Transaction_to_Action_in_Customer_Service.png?w=640&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/58pmywCOg8AcgAr5Wmgs4M/6dcba06d992308fc5fdfeae81a8552a2/From_Transaction_to_Action_in_Customer_Service.png?w=1080&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/58pmywCOg8AcgAr5Wmgs4M/6dcba06d992308fc5fdfeae81a8552a2/From_Transaction_to_Action_in_Customer_Service.png?w=1080&q=50&fm=webp"/></a><div class="flex-1 flex flex-col max-tablet-sm:justify-between justify-start h-full"><div class="inline-flex items-center w-fit rounded-[100px] px-3 py-1 text-mobile-sm/label-2 transition-colors uppercase focus:outline-none focus:ring-2 focus:ring-ring focus:ring-offset-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 bg-highlight text-black mt-4 tablet-sm:mt-6 desktop-sm:mt-0">CUSTOMER SERVICE</div><div class="flex flex-col flex-1 justify-between"><a href="/blog/customer-care-actionable-strategies/"><p class="whitespace-pre-line text-mobile-sm/body-3-bold tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5 hover:underline hover:text-primaryOceanBlue mt-4 desktop-lg:mt-5 line-clamp-3">Unleashing Actionable Strategies for Customer Care 2.0</p></a><a href="/blog/customer-care-actionable-strategies/"><span class="flex items-center gap-3 text-baseBlack dark:text-white mt-4 cursor-pointer hover:underline hover:text-primaryOceanBlue"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 12 12" class="fill-primaryOceanBlue h-3.5 w-3.5 desktop-lg:h-[18px] desktop-lg:w-[18px] rtl:-scale-100"><g clip-path="url(#arrow_svg__a)"><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path></g><defs><clipPath id="arrow_svg__a"><path d="M0 .114h12v11.371H0z"></path></clipPath></defs></svg><span class="whitespace-nowrap text-center uppercase text-mobile-sm/label-1 tablet-sm:text-tablet-sm/overline-4 desktop-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">Learn More</span></span></a></div></div></div><div class="flex flex-col desktop-sm:flex-row gap-x-10"><a class="w-full 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src="//images.ctfassets.net/ukazlt65o6hl/200fNGEqbMLRYO5aLJZhR3/c4580c48f5bb1cdb6d3e8e53ad9268f4/Unlocking_Peer_Connections_in_Service_Leadership_Excellence__1_.png?w=1080&q=50&fm=webp"/></a><div class="flex-1 flex flex-col max-tablet-sm:justify-between justify-start h-full"><div class="inline-flex items-center w-fit rounded-[100px] px-3 py-1 text-mobile-sm/label-2 transition-colors uppercase focus:outline-none focus:ring-2 focus:ring-ring focus:ring-offset-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 bg-highlight text-black mt-4 tablet-sm:mt-6 desktop-sm:mt-0">CUSTOMER SERVICE</div><div class="flex flex-col flex-1 justify-between"><a href="/blog/un-silo-your-contact-centre/"><p class="whitespace-pre-line text-mobile-sm/body-3-bold tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5 hover:underline hover:text-primaryOceanBlue mt-4 desktop-lg:mt-5 line-clamp-3">How to Un-silo Your Contact Centre and Inspire Better Enterprise Teamwork</p></a><a href="/blog/un-silo-your-contact-centre/"><span class="flex items-center gap-3 text-baseBlack dark:text-white mt-4 cursor-pointer hover:underline hover:text-primaryOceanBlue"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 12 12" class="fill-primaryOceanBlue h-3.5 w-3.5 desktop-lg:h-[18px] desktop-lg:w-[18px] rtl:-scale-100"><g clip-path="url(#arrow_svg__a)"><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 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srcSet="//images.ctfassets.net/ukazlt65o6hl/71u5hmle2e0rZknIkS4TO1/452132489e0d79522fbc9b19e38378e7/Unlocking_Peer_Connections_in_Service_Leadership_Excellence.png?w=640&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/71u5hmle2e0rZknIkS4TO1/452132489e0d79522fbc9b19e38378e7/Unlocking_Peer_Connections_in_Service_Leadership_Excellence.png?w=1080&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/71u5hmle2e0rZknIkS4TO1/452132489e0d79522fbc9b19e38378e7/Unlocking_Peer_Connections_in_Service_Leadership_Excellence.png?w=1080&q=50&fm=webp"/></a><div class="flex-1 flex flex-col max-tablet-sm:justify-between justify-start h-full"><div class="inline-flex items-center w-fit rounded-[100px] px-3 py-1 text-mobile-sm/label-2 transition-colors uppercase focus:outline-none focus:ring-2 focus:ring-ring focus:ring-offset-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 bg-highlight text-black mt-4 tablet-sm:mt-6 desktop-sm:mt-0">CUSTOMER SERVICE</div><div class="flex 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0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path></g><defs><clipPath id="arrow_svg__a"><path d="M0 .114h12v11.371H0z"></path></clipPath></defs></svg><span class="whitespace-nowrap text-center uppercase text-mobile-sm/label-1 tablet-sm:text-tablet-sm/overline-4 desktop-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">Learn More</span></span></a></div></div></div></div></div></div><div class="block desktop-sm:hidden"><div class="grid grid-cols-1 tablet-sm:grid-cols-2 gap-y-8 desktop-sm:gap-y-10 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h-3.5 w-3.5 desktop-lg:h-[18px] desktop-lg:w-[18px] rtl:-scale-100"><g clip-path="url(#arrow_svg__a)"><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path><path d="M.93 6.511h8.38L5.65 9.98a.7.7 0 0 0-.22.503c0 .188.08.369.22.502a.77.77 0 0 0 .53.208.77.77 0 0 0 .53-.208l4.864-4.61a.8.8 0 0 0 .25-.574.8.8 0 0 0-.25-.574L6.709.616A.77.77 0 0 0 6.18.413a.77.77 0 0 0-.527.208.7.7 0 0 0-.219.5c0 .188.078.368.217.501L9.31 5.09H.93a.77.77 0 0 0-.53.208.7.7 0 0 0-.22.502c0 .189.079.37.22.503.14.133.33.208.53.208"></path></g><defs><clipPath id="arrow_svg__a"><path d="M0 .114h12v11.371H0z"></path></clipPath></defs></svg><span class="whitespace-nowrap text-center uppercase text-mobile-sm/label-1 tablet-sm:text-tablet-sm/overline-4 desktop-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">Learn More</span></span></a></div></div></div><div class="flex flex-col desktop-sm:flex-row gap-x-10"><a class="w-full desktop-sm:max-w-[164px] rounded-sm-alt overflow-hidden h-[220px] tablet-sm:h-[240px] desktop-sm:h-[146px]" href="/blog/customer-care-actionable-strategies/"><img alt="From Transaction to Action in Customer Service" loading="lazy" width="430" height="404" decoding="async" data-nimg="1" class="object-cover w-full h-full desktop-sm:transform desktop-sm:hover:scale-110 desktop-sm:transition-transform desktop-sm:ease-in-out desktop-sm:duration-300 block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/58pmywCOg8AcgAr5Wmgs4M/6dcba06d992308fc5fdfeae81a8552a2/From_Transaction_to_Action_in_Customer_Service.png?w=640&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/58pmywCOg8AcgAr5Wmgs4M/6dcba06d992308fc5fdfeae81a8552a2/From_Transaction_to_Action_in_Customer_Service.png?w=1080&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/58pmywCOg8AcgAr5Wmgs4M/6dcba06d992308fc5fdfeae81a8552a2/From_Transaction_to_Action_in_Customer_Service.png?w=1080&q=50&fm=webp"/></a><div class="flex-1 flex flex-col max-tablet-sm:justify-between justify-start h-full"><div class="inline-flex items-center w-fit rounded-[100px] px-3 py-1 text-mobile-sm/label-2 transition-colors uppercase focus:outline-none focus:ring-2 focus:ring-ring focus:ring-offset-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 bg-highlight text-black mt-4 tablet-sm:mt-6 desktop-sm:mt-0">CUSTOMER SERVICE</div><div class="flex flex-col flex-1 justify-between"><a href="/blog/customer-care-actionable-strategies/"><p class="whitespace-pre-line text-mobile-sm/body-3-bold tablet-sm:text-tablet-sm/heading-5 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desktop-sm:transform desktop-sm:hover:scale-110 desktop-sm:transition-transform desktop-sm:ease-in-out desktop-sm:duration-300 block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/200fNGEqbMLRYO5aLJZhR3/c4580c48f5bb1cdb6d3e8e53ad9268f4/Unlocking_Peer_Connections_in_Service_Leadership_Excellence__1_.png?w=640&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/200fNGEqbMLRYO5aLJZhR3/c4580c48f5bb1cdb6d3e8e53ad9268f4/Unlocking_Peer_Connections_in_Service_Leadership_Excellence__1_.png?w=1080&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/200fNGEqbMLRYO5aLJZhR3/c4580c48f5bb1cdb6d3e8e53ad9268f4/Unlocking_Peer_Connections_in_Service_Leadership_Excellence__1_.png?w=1080&q=50&fm=webp"/></a><div class="flex-1 flex flex-col max-tablet-sm:justify-between justify-start h-full"><div class="inline-flex items-center w-fit rounded-[100px] px-3 py-1 text-mobile-sm/label-2 transition-colors uppercase focus:outline-none focus:ring-2 focus:ring-ring focus:ring-offset-2 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src="//images.ctfassets.net/ukazlt65o6hl/71u5hmle2e0rZknIkS4TO1/452132489e0d79522fbc9b19e38378e7/Unlocking_Peer_Connections_in_Service_Leadership_Excellence.png?w=1080&q=50&fm=webp"/></a><div class="flex-1 flex flex-col max-tablet-sm:justify-between justify-start h-full"><div class="inline-flex items-center w-fit rounded-[100px] px-3 py-1 text-mobile-sm/label-2 transition-colors uppercase focus:outline-none focus:ring-2 focus:ring-ring focus:ring-offset-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 bg-highlight text-black mt-4 tablet-sm:mt-6 desktop-sm:mt-0">CUSTOMER SERVICE</div><div class="flex flex-col flex-1 justify-between"><a href="/blog/peer-to-peer-relationship-development-for-service-leaders/"><p class="whitespace-pre-line text-mobile-sm/body-3-bold tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5 hover:underline hover:text-primaryOceanBlue mt-4 desktop-lg:mt-5 line-clamp-3">A Guide for Service Leaders in Peer-to-Peer 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tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/social-media-management/">Sprinklr Social</a></li><li class="block text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 hover:underline"><a href="/products/platform/">Unified CXM Platform</a></li></ul></div></div><div class="w-[140px] desktop-lg:w-[200px] flex-none"><p class="text-tablet-sm/heading-6 desktop-lg:text-desktop-large/heading-5">Solutions</p><div class="grid gap-5 text-silverGray desktop-sm:grid-cols-1 desktop-sm:gap-y-2 desktop-sm:border-0 pt-6 grid-cols-1 border-t border-cometBlack"><div class="grid grid-flow-row gap-10 desktop-sm:gap-y-10 auto-cols-fr max-desktop-sm:grid-flow-col"><div><p class="max-tablet-sm:text-mobile-sm/overline-3 text-white uppercase mb-4 tablet-sm:mb-6 desktop-sm:mb-2 desktop-lg:mb-3.5 text-mobile-sm/overline-3 tablet-sm:text-tablet-sm/overline-3">Industries</p><ul class="flex flex-col gap-4 tablet-sm:gap-5 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