The Analytics Edge: Transforming Customer Insights into Business Wins
23 بار بازدید -
7 ماه پیش
-
Are you struggling to create
Are you struggling to create consistent, effortless customer experiences across channels?
In this week’s episode, Customer Experience Leaders Stacy Sherman, host of Doing CX Right podcast, and featured guest Sean Albertson, Professional Speaker & CX Consultant, reveal how to create frictionless, orchestrated customer journeys across channels.
Learn how to:
1. Break down data and tech silos to understand the full context of customer struggles
2. Leverage AI to create consistency across channels and empower employees
3. Focus first on improving existing channels vs. adding new technology
Set shared goals and metrics to incent cross-functional “box teams”
4. Invest equally in employee experience to fuel great client experiences
[00:30] Sean's background and experience in CX
[01:19] Fun fact about being a lead singer in a college rock band
[02:08] Advice to embrace diverse CX roles when younger
[04:06] Definition of "doing CX right" [04:06]
[06:18] Managing emerging technology while still being human-centric
[08:03] Companies doing CX well and why
[09:14] Using data and analytics to understand customer journey struggles
[12:41] Getting ahead of customer problems proactively
[16:39] Ensuring consistency across channels
[19:41] Aligning goals across different teams
20:39] Adopting cross-functional "box teams"
[26:27] Investing equally in employee and customer experience
Learn strategies to break down data and communication silos, leverage AI for consistency, focus on improving existing touchpoints first, and equally prioritize employee experience so that you can align people, processes, and platforms to drive effortless experiences, loyalty, and revenue.
Learn more at DoingCXRight.com
In this week’s episode, Customer Experience Leaders Stacy Sherman, host of Doing CX Right podcast, and featured guest Sean Albertson, Professional Speaker & CX Consultant, reveal how to create frictionless, orchestrated customer journeys across channels.
Learn how to:
1. Break down data and tech silos to understand the full context of customer struggles
2. Leverage AI to create consistency across channels and empower employees
3. Focus first on improving existing channels vs. adding new technology
Set shared goals and metrics to incent cross-functional “box teams”
4. Invest equally in employee experience to fuel great client experiences
[00:30] Sean's background and experience in CX
[01:19] Fun fact about being a lead singer in a college rock band
[02:08] Advice to embrace diverse CX roles when younger
[04:06] Definition of "doing CX right" [04:06]
[06:18] Managing emerging technology while still being human-centric
[08:03] Companies doing CX well and why
[09:14] Using data and analytics to understand customer journey struggles
[12:41] Getting ahead of customer problems proactively
[16:39] Ensuring consistency across channels
[19:41] Aligning goals across different teams
20:39] Adopting cross-functional "box teams"
[26:27] Investing equally in employee and customer experience
Learn strategies to break down data and communication silos, leverage AI for consistency, focus on improving existing touchpoints first, and equally prioritize employee experience so that you can align people, processes, and platforms to drive effortless experiences, loyalty, and revenue.
Learn more at DoingCXRight.com
7 ماه پیش
در تاریخ 1402/11/02 منتشر شده
است.
23
بـار بازدید شده