When companies successfully understand the customer story and their conversations with customers, they can better shape the customer journey. This leads to more engaged customers that are passionate about who they are buying from.

To discuss this fascinating and critical topic in greater detail, I am delighted to be joined by Ben Rosenberg, Co-Founder of Rosencall Consulting. With over 12 years of experience in CX, Ben highlights the importance of measuring and understanding how the customer interacts with every facet of a company. He discusses the importance of communication channels and using the correct tools and mechanisms to understand the data. Feedback is at the heart of everything you do as a support organisation and providing feedback via the correct support mechanisms is crucial.

We discuss some of the common pain points and how the future looks in a more automated but human-driven customer experience. Enjoy the show!