Customer Experience

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Customer Service / Patient Experience Can Make Or Break A Business

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Barbara brings this topic to life with a compelling and captivating keynote. Sometimes it can be hard for employees to understand and act on the customer experience. But Barbara makes it educational and entertaining at the same time.

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2025 Customer Service Trends: Why Tech Savviness Is the New Leadership Superpower

by Barbara Khozam | Jan 18, 2025 | Customer Service Training

In 2025, customer service leaders are swapping their trusty notepads for neural networks (or at least trying to). With technology evolving faster than your favorite streaming app can drop a new update, staying ahead requires more than charm and empathy. According to...

Conversational Commerce in Healthcare

by Barbara Khozam | Dec 14, 2024 | Customer Service Training

Conversational commerce is a trending customer service tool that integrates messaging apps, chatbots, and voice assistants into the shopping and service experience. These resources allow people to interact with organizations as they would with a person, using natural,...

Is Customer Service still a thing?

by Barbara Khozam | Dec 12, 2024 | Customer Service Training

A colleague posted a bad customer service story on her Facebook page. When I saw it, I knew I had to share it with you. Real world story: Early this morning at a not too busy Walmart, an employee told me that she couldn't help me find what I needed because she had to...