Is there a disconnect in your customer journeys across various channels?
How do you turn customer insights into business wins?
Listen to host Stacy Sherman and expert Sean Albertson as they unravel the complexities of customer insights, data, and technology barriers. Loaded with actionable insights, it’s an essential listen for leaders eager to elevate their brand and craft a remarkable customer experience.
You’ll learn how to:
- Break down data and tech silos to understand the full context of customer struggles
- Leverage AI to create consistency across channels and empower employees
- Focus first on improving existing channels vs. adding new technology Set shared goals and metrics to incent cross-functional “box teams”
- Invest equally in employee experience to fuel great client experiences
Customer Experience (CX) and Service Topics & Time Stamps:
[00:30] Sean’s background and experience in CX
[01:19] Fun fact about being a lead singer in a college rock band
[02:08] Advice to embrace diverse CX roles when younger
[04:06] Definition of “Doing CX Right”
[06:18] Managing emerging technology while still being human-centric
[08:03] Companies doing CX well and why
[09:14] Using data and analytics to understand customer journey struggles
[12:41] Getting ahead of customer problems proactively
[16:39] Ensuring consistency across channels
[19:41] Aligning goals across different teams
[20:39] Adopting cross-functional “box teams”
[26:27] Investing equally in employee and customer experience
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About Sean Albertson~ Customer Experience Expert
Sean Albertson has been a leader in customer experience for 20+ years. As a professional speaker, workshop facilitator, coach, and consultant, Sean helps companies increase loyalty by reducing customer effort.
His ROCKS strategy that he covers in his book, 4ROCKS, he shows you how to use survey data, operational metrics, journey and text analytics, all integrated with artificial intelligence to deliver the value.
This strategy helps companies identify, analyze, and prioritize the most important customer challenges they need to address for an effortless experience.
Learn more on his website.
About Stacy Sherman: Founder of Doing CX Right®
Customer experience and marketing global keynote speaker, LinkedIn Learning instructor, author, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.
Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy about DOING Customer Experience (CX) and Service Right. Continue reading bio >here.
Keyword themes: DoingCXRight podcast, Stacy Sherman, customer service, contact center, customer experience