Picture this: a customer calls in, voice shaking with frustration, speaking faster than usual, and you can practically feel the tension through the phone. Their logic has left the building, and you're face-to-face with what I call limbic hijack. This is the moment when a customer's emotional brain t...

Every leader today is focused on how AI is transforming customer experience, communication, and team interactions with customers. However, there is one thing that even the most advanced AI cannot accomplish: calming emotions.

AI can analyze language and predict behavior, but when a customer is e...

Angry, desperate, and afraid customers are stuck in the right emotional brain. In the right brain, people are in their feelings, filtering everything through their emotions. When customers are angry, they can't access their logical left brain to calm down and listen to you. They simply don't have th...