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The Golden Newsletter

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Preparing Your Customer Service Team for AI Agents: A CX Leader's Playbook Jun 03, 2026
You Can Tell in Five Seconds If Training Actually Worked Mar 23, 2026
The Dignity Factor: Why Customers Escalate Even When You Give Them What They Want Dec 10, 2025
From Hostile to Heard: 4 Psychology Secrets That Actually Calm Angry Customers Nov 29, 2025
When Logic Leaves the Building: Spotting Customer Limbic Hijack Before It's Too Late Nov 03, 2025
Train Your Team for the One Skill AI Canโ€™t Learn Oct 29, 2025
Should Contact Center Agents Be Worried About AI? Feb 29, 2024

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