Ditch the Script - A California Management Review Reprint

We invite you to read this complimentary article by Jonathan Hughes and Gabriella Salvatore, authored during their tenure with Vantage Partners. The article provides insight on how to transform the customer experience using a human-centered approach. Now with BDO USA, Jonathan and Gabriella continue to provide strategy and innovation consulting to clients. 

This article originally appeared in California Management Review Insights - October 25, 2022. 

Ditch the Script! Here’s How Customer Service Agents Lead with the Heart

© The Regents of the University of California 2023.