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  • What You Don’t Do, Speaks Volumes

    • February 20, 2019
    • Posted by: CSIA Editorial Team
    • Category: CSIA Blog
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    7 Examples of Common Customer Service Failures In previous blog articles we’ve defined and explained the importance of service excellence as well as the importance of understanding the customer experience. Another way to describe excellent customer service is to talk about what it isn’t. We love this quote: “It is not only what we do,

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  • Emotional Intelligence in the Age of Automation

    • July 20, 2018
    • Posted by: CSIA Editorial Team
    • Category: Community, Competitive research, CSIA, CSIA Blog, Employee Development, Innovation, International Customer Service Standard, Professional Implementation
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    As we discussed in a past article: Artificial Intelligence and the Customer Service Experience, emerging technologies that include artificial intelligence will only have long-term value if augmented with human touch. Coined a few decades ago by psychologist and author, Daniel Goleman,  “Emotional Intelligence” or E.I. will become increasingly important in this Automation Age. What defines

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