267. Self-Service vs Human Touch: Balancing Customer Sentiment w/ Michelle Randall

The Customer Experience Podcast

This call may be recorded for quality assurance purposes. We’ve all heard it, but what does it really mean?
A happy, engaged and empowered agent leads to a happy, engaged and empowered customer. In this episode, we meet with four-time Chief Marketing Officer in B2B and B2B2C SaaS, Michelle Randall. She currently serves as CMO at Playvox, a company that provides solutions that help empower folks to deliver better customer experiences via quality management and sentiment analysis. Michelle has displayed committed, long standing behavior to invest in other people, leading to a more positive customer experience.
Join us as we discuss:

• How effective communication, support, encouragement, and education can accelerate the journey to success
• Why it’s worthwhile to shift the focus from increasing share of wallet to providing customers with the resources and tools they need
• When to offer self-service options over personalized assistance
• How to implement quality evaluations and sentiment analysis to enhance customer interactions and satisfaction
• Why CMOs should embrace their role as storytellers

More information about Michelle Randall and today’s topics:

• LinkedIn Profile: https://www.linkedin.com/in/michelleburrows/
• Company Website: https://www.playvox.com/
• Other Relevant Links: REI