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

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Content provided by Seth Adler. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Seth Adler or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

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.

  continue reading

100 episodes

Artwork
iconShare
 
Manage episode 240894975 series 1435186
Content provided by Seth Adler. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Seth Adler or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.

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.

  continue reading

100 episodes

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