Are your customers truly delighted, or are company silos preventing you from understanding their unspoken desires? How can you transition from providing adequate service to delivering exceptional, memorable experiences through effective design?
Get the answers on the Doing CX Right podcast as host Stacy Sherman and guest expert Katie Webb, VP at Afflac, discuss these questions and more.
Customer Experience Topics Discussed:
- The art of understanding and addressing the unspoken desires and pain points of customers to create exceptional experiences.
- Common pitfalls in achieving great customer experiences, such as lack of clarity in CX ownership.
- The power of experience design as a versatile competency and the value of workshops to co-create shared visions with stakeholders.
- The necessity of validating designed experiences with real customers through human-centered design approaches.
- The challenges of agent experience in call centers and the importance of empowering leaders to enhance service delivery.
- Strategies for building team cohesion to improve customer experiences across the board.
Whether you are a business leader, a CX professional, or someone passionate about customer loyalty, the lessons shared will help you break company silos and transform your pursuit of creating exceptional customer experiences.
- Podcast Website: www.DoingCXRight.com/podcast
- Follow Stacy Sherman on Social Media: [ Ссылка ]
- Connect with Katie Webb: [ Ссылка ]
Special thanks to the sponsor of this episode, iQor: a leading provider of customer engagement and technology-enabled business process outsourcing (BPO) solutions supported by 40,000 employees spanning 10 countries and 40+ contact centers. Learn more at iQor.com.
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