New Podcast: Innovating the Customer Experience

As customer expectations and industry innovations continue to evolve, we’ve decided to launch a new series to keep our network tuned in to the latest trends and changes.

Introducing: Innovating the Customer Experience, our podcast that will welcome customer experience thought leaders, game changers, and innovators to share their perspectives on the challenges brands face today in this relentlessly competitive landscape. In our introductory episode, our team of experts discussed what inspired this series and touched on topics we’ll explore moving forward. Here’s a quick preview of what they discussed during this episode:

Scott Killingsworth: (about your customers’ experience): “You need to measure it to find out where your gaps are and how your customers are rating you with that element of the experience. It’s very important to know what’s out there and know how you’re performing so you can identify the gaps and [see] where that innovation may help you close  those gaps based on expectations.”

Rich Bongiorno: “The key challenges we now see with brands that we support and help to improve are to be able to execute across a channel-agnostic methodology, where one brand consists of a many-channel strategy in terms of how they interface with a consumer and how they support the consumer either in a retail environment or in a customer service environment. The three areas we really see retail evolving over the next several years are:

1. The types of tools and technologies that are being deployed to support frontline staff and support that channel agnostic approach
2. The ability to form a community around the brand presence
3. The future of the Metaverse, being able to communicate and connect with consumers in a similar ‘retail environment’ in an online presence”

Denese Waiters: “Customer expectations are at an all-time high…There are many ways for customers to solve their own problems. They are extremely demanding and are expecting an answer right then and there. We have to be hiring the right types of agents…the leadership team needs to be customer-centric, and we have to be able to respond to our customers in any way that they need to receive their response.”

Don’t miss out as our practice leaders and special guests share their assessments about emerging technologies and give their thoughts on how to navigate these issues. Check out the first episode now and subscribe to our Customer Service Mailing List to receive updates on new episode releases.