Jim Rembach

Jim Rembach is the Editor in Chief of the Customer Service Weekly and it's Podcast host. He is President of CX Global Media and the creator of the Call Center Coach Virtual Leaders Academy. As the host of the Fast Leader Show Podcast, he has interviewed hundreds of experts, authors, academics, researchers, and practitioners on various angles, viewpoints, and perspectives for improving the customer experience. He has held positions in retail operations, contact centers, customer support, customer success, sales, and measured the customer experience. He is a certified Emotional Intelligence practitioner, Employee Retention Specialist, and recipient of numerous industry awards.

Unique Customer Experience: How to be Different In Customer Experience

by Jim Rembach

Customer experience innovation is a constant evolution. What was inventive five years ago could be commonplace today. Being brave enough to be different and make … Read more

Customer Experience Culture: How to Use Micro-commitments to Improve CX

by Jim Rembach

Micro-commitments is generally a subject area that I find controversial. It always stirs up passionate discussion. However, I think the discussion helps to create a … Read more

Employee Experience: Great Employee Experience = Great Customer Experience?

by Jim Rembach

How you operate, relate, and work as an organization affects your employee experience and shows up in the customer experience. The deliverables also exhibit the conduct … Read more

Influential Leadership – How to Inspire Others In Customer Experience

by Jim Rembach

Influential leadership is well-rounded and transformational. How do you become a more effective positive influence leader? Many people talk about culture, employee engagement, and how … Read more

Lead Effectively With These 5 things For Excellent Customer Experience

by Jim Rembach

Everything a leader does almost always trickles down to affect the rest of the team or company. While excellent customer experience is about teamwork, it … Read more

9 Tips for a More Meaningful and Successful CX Career

by Jim Rembach

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to perform better and be incredibly successful at what they do. From that experience, Sean was able to learn to think on what his role is as a leader and what he brings to the table when he can’t tell anybody to do anything of substance.