Nicola Collister - Woven - CX Cost Is Killing Innovation
CX Files
English - October 04, 2019 08:00 - 17 minutes - 8.09 MB - ★★★★★ - 5 ratingsBusiness News Business News customer customerservice customerexperience markhillary Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Previous Episode: Mark Angus - Knowledge Executive - Blockchain in CX
Nicola Collister is the group COO at Woven, based in the north west of England. Woven is a customer service company that aims to focus on value creation rather than just cost reduction - as we know this is quite different from the usual pitch a customer service supplier makes.
Nicola wrote a recent blog on LinkedIn where she said that the focus on the cost of customer service is killing innovation. In this podcast she explains this further and asks how companies that are experts at CX can be strategic partners, not just suppliers.