Making CX Simple With a Structured Approach

CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers

English - September 07, 2023 04:00 - 26 minutes - 24.1 MB - ★★★★★ - 7 ratings
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Previous Episode: WEM Innovations To Improve Agent Engagement

Next Episode: Leveraging Digital Channels in Today’s Ever-Evolving Workspace

On this episode, Amelia welcomes Ian Golding, CEO and Founder of Customer Experience Consultancy Ltd.

During this conversation, Ian and Amelia discuss:

- What complete performance means in the customer experience space.
- Getting rid of complexity in CX and making it simple with a structured approach.
- The six elements of the CX maturity model to develop a customer-centric culture.
- Putting the customer journey before technology.
- The difficulty for business leaders to change their mindset.
- Aligning customer experience with employee experience.

Ian Golding - https://www.linkedin.com/in/iangolding/

This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com.

#CXO #CX #ContactCenter #CustomerService #CustomerExperience