Steve Kraus
Steve Kraus
Steve brings over twenty years of experience in marketing, selling, and delivering customer engagement solutions to the world's most customer-centric organizations. Prior to joining Cogito, Steve led product marketing for Pegasystems, growing the CRM suite from a niche player into a recognized leader for marketing, sales, and service applications.
The Impact of Emotionally Intelligent Technology on Human Performance
Why is emotional intelligence technology important? Technology has advanced our day-to-day lives with everything from making it easier to connect with others, to help with...
The Empathy Series, Part 3 – Implementing Organizational Empathy
This is part three of a three-part series. To catch up, read parts one and two, here: Why Your Brand Needs Empathy and How...
How to Build Trust Through Empathy – The Empathy Series, Part 2
This is part two of a three-part series. To catch up, read part one, here: Why Your Brand Needs Empathy. According to researchers from the...
Why Your Brand Needs Empathy (Part 1)
Establishing and maintaining customer trust and loyalty is critical to a brand’s success. According to PwC, 73 percent of people point to customer experience...
4 Non-Verbal Behaviors That Speak Volumes
Human beings developed the capacity to communicate with words over 60,000 years ago, however we have used our non-verbal skills including voice, facial expressions,...
What makes a good conversation?
The Challenge Conversations can often be incredibly high stakes. Imagine, for instance, your last job interview. You are invited to meet with high level...
Combatting Burnout in the Contact Center
This holiday season, people are likely to order gifts online because it’s fast and simple. One unintended consequence, though, is the subsequent delay in...
A Glance into the Crystal Ball: The Future of Voice Technology
Voice technology is changing the way we interact with people and devices. To date, innovation in voice has been mostly limited to convenience. Currently,...
Person Perception: What it Is, Why It’s important And Why Most of Us Aren’t Good At It
Think back to the last conversation you had with someone, how tuned in were you to their voice inflection, gestures and body language? In...
Call Centers, Listen Up: 3 Steps to Define the Customer Experience at “Hello”
There’s an old expression, “You never have a second chance to make a first impression.” In as little as 100ms we begin to...
Three Reasons Millennials Embrace Service – Not Just Self-Service
Earning the loyalty of millennials is the Holy Grail for modern-day organizations. Millennials want to be in control. They want fast results and instant...
Humans, not Chatbots, Hold the Key to Customer Loyalty
In a world where people are continuously connected and able to share good and bad experiences, customers have more influence on brand reputation than...
Lightening the Load: The Unique Psychology of a Call Center Agent
We have all had at least one negative customer service experience. When dealing with a company we invest time and effort into navigating their...