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.
All content for CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers is the property of NICE and is served directly from their servers
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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.
The Correlation Between Customer Satisfaction and Profitability
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
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.
