Tune in as we share real-talk conversations between women working in CX and those influencing the CX agenda from the periphery too.
WiCX Talk Trends: Customer Service – How Bad is it, really? Can AI Save the Day? With Danita Belcher
Joined by Danita Belcher, VP of Sales, Worldwide Contact Center at RingCentral, in episode #001 of the ‘WiCX Talk Trends’ podcast, we delve into the results of RingCentral’s recent study on customer service experiences, explore the potential upside of AI-enhanced customer service, and foreground some of the challenges associated with integrating AI into customer service operations.
‘Could CX frameworks be killing innovation?,’ with Maria McCann
With fewer barriers today, why aren’t we making the inroads that we should be? That’s the question raised by Maria McCann, Co-Founder of Neos Wave, in episode #705.
Citing the stagnant transformation failure rate, a lack of reduction in cost to serve, and declining customer satisfaction, Maria explains why she believes that industrial-sized CX frameworks are to blame.
Clare Muscutt talks with Ellie Sutton about customer experience & proposition development in supermarket retailing.
“If you go into a Waitrose and there’s one person ahead of you in the queue, that’s not good enough. You are responsible for the brand and the expectations you’ve set for your customers.”