The Correlation Between Customer Satisfaction and Profitability
CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers
English - October 05, 2023 13:14 - 16 minutes - 15.4 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 Jo Causon, CEO of Institute of Customer Service, an independent professional membership body for customer service, based in London, UK.
During this conversation, Jo and Amelia discuss:
- The important correlation between customer satisfaction, profitability and productivity.
- The insights gained from the longitudinal data in UK Customer Satisfaction Index (UKCSI).
- Approaching customer experience from a government or public sector perspective.
- Full transparency in communications with customers.
- The ways generational differences affect the customer experience.
- The similarities and differences in CX in the public and private sectors.
Jo Causon - https://www.linkedin.com/in/jo-causon-8b53652/
Institute of Customer Service - https://www.linkedin.com/company/institute-of-customer-service/
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