Every week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect.
Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now.
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Every week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect.
Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now.
Balancing Efficiency With Empathy in Customer Experience
In this episode, Amelia welcomes Steven Van Belleghem, Co-Founder and Board Member of Nexxworks and Author of “A Diamond in the Rough.” They discuss the nuances of customer experience (CX) in the modern business landscape, discussing the integration of technology and human elements in crafting exceptional customer interactions.
Key Takeaways:
(00:28) Introduction to Steven Van Belleghem and his new book.
(01:13) Steven’s early exposure to customer experience in his parents’ photography store.
(02:51) How technologies like Netflix and smartphones evolve from exciting to normative.
(05:10) The paradox in companies’ desire and failure to implement customer centricity.
(07:28) The impact of human emotions, especially negative ones, on customer experience.
(08:49) The increasing importance of human touch in automated customer relations.
(10:35) Leadership’s pivotal role in authentic customer-centric culture development.
(12:48) The three key benefits of AI in enhancing customer service.
(14:33) The significance of maintaining a positive mindset among CX professionals.
Resources Mentioned:
Steven Van Belleghem - https://www.linkedin.com/today/author/stevenvanbelleghem
Nexxworks - https://www.linkedin.com/school/nexxworks/
“A Diamond in the Rough” by Steven Van Belleghem - https://www.stevenvanbelleghem.com/bookshop/a-diamond-in-the-rough/
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.
#CXO #CX #ContactCenter #CustomerService #CustomerExperience
Every week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect.
Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now.
