It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
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Content provided by John Walter. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by John Walter 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.
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Episode 14: ESPN's Winning Fan Support Strategy, featuring Douglas Kramon
Manage episode 363384315 series 3447443
Content provided by John Walter. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by John Walter 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.
Dive into the digital huddle with Douglas Kramon, the mastermind behind ESPN's Customer Care and Fan Support initiatives. In this riveting conversation, we're pulling back the curtain on the cutting-edge technology and innovative strategies ESPN uses to tackle customer support on a global scale. Kramon, who's at the helm of ESPN and ESPN+ customer care, shares an insider's perspective on the game-changing role of large language models, such as ChatGPT, in transforming customer support. We also call time-out to discuss data analytics in addressing real-time issues during live sports. Tune in for a front-row seat to the future of fan support!
To follow Douglas Kramon on LinkedIn, you can find his profile here: https://www.linkedin.com/in/douglaskramon/
To follow John Walter on LinkedIn, you can find his profile here: https://www.linkedin.com/in/jowalter/
47 episodes
Share
Manage episode 363384315 series 3447443
Content provided by John Walter. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by John Walter 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.
Dive into the digital huddle with Douglas Kramon, the mastermind behind ESPN's Customer Care and Fan Support initiatives. In this riveting conversation, we're pulling back the curtain on the cutting-edge technology and innovative strategies ESPN uses to tackle customer support on a global scale. Kramon, who's at the helm of ESPN and ESPN+ customer care, shares an insider's perspective on the game-changing role of large language models, such as ChatGPT, in transforming customer support. We also call time-out to discuss data analytics in addressing real-time issues during live sports. Tune in for a front-row seat to the future of fan support!
To follow Douglas Kramon on LinkedIn, you can find his profile here: https://www.linkedin.com/in/douglaskramon/
To follow John Walter on LinkedIn, you can find his profile here: https://www.linkedin.com/in/jowalter/
47 episodes
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Similar to CX, AI, and Outsourcing
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
Welcome to the What’s Next! Podcast. I’ve met so many brilliant people as I traveled the globe and have had some fascinating conversations that I’ve wished had been recorded so I could share them with you - this podcast was a way for me to recreate those moments and let you in on some fantastic insights. My current conversations center around one objective: what's next for companies and individuals as they look to innovate and grow. I hope these conversations inspire you as much as they have ...
…
continue reading
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…
continue reading
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…
continue reading
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…
continue reading
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…
continue reading
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