In his book Emotional Intelligence, psychologist Daniel Goleman describes self-awareness as “knowing one’s internal states, preference, resources and intuitions.” According to organizational ...

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Rick Watkin is President & CEO of KUBRA, a leading provider of customer experience management solutions for utilities and other industries. Customer experience used to rely heavily on face-to-face—or ...

Self-awareness involves monitoring our stress, thoughts, emotions, and beliefs. It is important, because it’s a major mechanism influencing personal development. After spending the last year ...

Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, ...

For many people, the start of a new year involves making New Year’s resolutions. But for others, setting intentions might be more attainable and something that can be done on a regular basis.