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Nicola Collister and Simon Norie
Manage episode 353933175 series 2977146
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“Service is where your brand hits the customer”
For our latest CX podcast from the Customer Experience Foundation, Nicola talks to us about always pushing the boundaries and innovating throughout her career through some great companies, across the supply chain. We get Nicola’s take on what the cost of living crisis and impact of hybrid working and self-employed models will have on both businesses and colleagues in 2023 and beyond.
We hear about the need for both flexibility and resilience, both for businesses but also for people. We unpack that, and Nicola takes us through how businesses and people can work together, where technology does and doesn’t support, and the impact of location sourcing.
Nicola and Simon tell us about the dangers of not just moving your problems offshore in the name of saving cost, the challenges of support and leadership talent in some offshore locations, the under estimated impact of dual running, how to understand that the contact centre is the lens into the cost of failure across the business, and how to have those conversations in the boardroom.
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