Ep. 125: Chat - The Starting Point for Customer Centricity?


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By Seth Adler. Discovered by Player FM and our community — copyright is owned by the publisher, not Player FM, and audio is streamed directly from their servers. Hit the Subscribe button to track updates in Player FM, or paste the feed URL into other podcast apps.

Because customer centricity involves elevating the entire journey, you cannot focus solely on a particular channel or function. You need to consider the entire, end-to-end experience. Certain channels do, however, play a particularly vital role in capturing data about the customer experience. Chat is one of them, and in this exclusive podcast, Jim Iyoob of ETech and Matt Cecil of Verizon reveal how they leverage the available insights to better understand customers, better empower agents, and better elevate the entire customer journey. The conversation closes with tips on how to communicate the findings to "non-call center" stakeholders in the business.

130 episodes