Creating a Low-Effort Experience To Optimize Loyalty
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers
English - December 08, 2022 05:00 - 14 minutes - 13.4 MB - ★★★★★ - 7 ratingsTechnology cx pulse by nice customer experience real time personalization Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
On this episode, Amelia welcomes Matt Dixon, Founding Partner of DCM Insights and Chief Research and Innovation Officer for the Austin-based AI venture at Tethr.
Matt discusses:
- His background as a customer experience researcher which spans 25 years.
- The ways organizations can deliver experiences that increase customer loyalty.
- His surprising findings that customers whose expectations were exceeded were no more loyal than those whose expectations were simply met.
- How companies can mitigate disloyalty by reducing the number of sources of customer effort.
- How a simple, intuitive, streamlined customer experience creates a low-effort company.
- Empowering agents with control and authority to solve problems.
- The importance of investments in the latest technology for a low-effort customer experience.
- The amount of low-hanging fruit that can be improved upon by updating policies and procedures.
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