))
How This Leader Turned a Viral Burnt Pan Video into Customer Experience Gold!
Manage episode 403920627 series 3554623
Sisällön tarjoaa Jess Cervellon. Jess Cervellon tai sen podcast-alustan kumppani lataa ja toimittaa kaiken podcast-sisällön, mukaan lukien jaksot, grafiikat ja podcast-kuvaukset. Jos uskot jonkun käyttävän tekijänoikeudella suojattua teostasi ilman lupaasi, voit seurata tässä https://fi.player.fm/legal kuvattua prosessia.
Welcome to the first episode of The Juice with Jess Cervellon! In this episode, we sit down with Nancy Gurd, the Associate Director of CX at Caraway, and talk about everything from dealing with negative viral videos, implementing AI into your customer support, personalizing customer support, and Nancy's best (and worst) customer experiences!
GET 10% OFF CARAWAY WITH DISCOUNT CODE JUICEOFF10
1:11 - 2:00 Nancy’s CX background from Aurate to Caraway
2:58 - 6:54 Humanizing CX and Crisis Management
7:50 - 11:19 CX Feedback loop and Education
11:33 - 14:27 Tech stack and opinion on tools
14:51 - 19:00 Leveraging AI and chatbots
19:17 - 24:00 Outsourcing CX and BPO
24:01 - 28:14 Selling omnichannel and QVC
28:33 - 32:33 Retail and navigating customer data
32:48 - 39:34 Nancy’s best and worst customer experience
Don't forget to like, share, and subscribe for more insightful episodes like this. Drop your thoughts and questions in the comments below!
35 jaksoa
Jaa
