Creating Personalized Customer Experiences

Customer Driven with Chad McDaniel

English - December 13, 2018 07:00 - 30 minutes - 34.5 MB - ★★★★★ - 4 ratings
Careers Business leadership chad customerexperience customerservice cxleadership execsintheknow mcdaniel Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed

Previous Episode: Understanding Customer Lifetime Value & Why It is Important

Next Episode: Kicking Off 2019 with Execs in the Know

Welcome to the latest episode of Customer Driven with Chad McDaniel! In this podcast Chad is talking with Joseph Ansanelli, a Partner at Greylock and the CEO at Gladly, a company who is reinventing customer service to put people back at the heart of it. In this discussion Joseph shares insights on the challenges of creating a personalized customer experience, the future of PCE in CX and our need for action as CX Leaders.

In this episode, Chad and Joseph discuss:

The problem with tickets and case numbers in the CX experience The explosion of messaging app support and consumer expectation How JetBlue is effectively leveraging Gladly to improve the CX experience for their consumers How to battle the Amazon effect with customer service Current trends in CX and their long term viability

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